ER&R Support Center Analyst - Remote Eligible

ER&R Support Center Analyst

The ER&R Support Center Analyst will be a member of the fully remote team, responsible for inbound and outbound communications with issuers related to verification of Marketplace insurance data. The ER&R Support Analyst will need to process requests from stakeholders, determine the needed information, and articulate a response through both phone and email communications. Support Analysts will respond to inbound calls and emails and complete outreach as necessary. The Support Analyst must maintain a high level of accuracy, attention to detail, and professionalism in all communications with internal team members and issuers. Organization and prioritization skills are extremely important in this position. The Support Analyst must be able to identify situations that require escalation. Most of a Support Analyst's work consists of customer service, email communication, phone communication, and working within spreadsheets and a CRM application.

Key Responsibilities:

• Analyze incoming cases to determine and relay applicable guidance to issuers
• Provide exemplary customer service through phone and email
• Answer inbound phone calls
• Validate issuer requests and articulate any deficiencies back to the issuer to ensure all necessary information is gathered
• Understand and follow escalation criteria to forward issues where the requests are not resolved promptly
• Build and maintain positive working relationships with issuer points of contact
• Manage and prioritize high caseloads during surge periods
• Collaborate with Support Center colleagues and leadership to develop and improve processes
• Assist with special projects as needed

Required Minimum Qualifications:

• Bachelor's Degree or equivalent OR 4 years' relevant experience in lieu of degree.
• Experience in customer service.
• Experience analyzing data or working on a helpdesk.
• Must be a US Citizen or Authorized to work in the US (if not a citizen) and a resident of the US for at least 3 years within the last 5 years.

Candidates that do not meet the required qualifications will not be considered.

Preferred Qualifications:

• Proficient in the use of MS Office including Word, Excel, PowerPoint, and Outlook
• Prior experience in scheduling and facilitating meetings
• Able to perform in a fast-paced, deadline-driven environment
• Good written and oral communication skills
• Able to work some evenings or overtime as required