25 days old

Customer Service Excellence Senior Analyst

San Antonio, TX 78284
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

The Service Excellence Team is responsible for liaising between Group Insurance Service Delivery Organization and Distribution team or the customer, when required. The SET identifies trends and opportunities to educate Distribution, Customers or Brokers. The SET may also respond to external customers directly and provide resolutions to the Distribution Partner to present to the end customer or directly to the customer. The SET acts as Account Manager for small business cases (SBO and BEST). As a Service Excellence Senior Analyst, you will primarily support issues related to escalations with Billing & Post Enrollment maintenance. Expected to provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. Liaise with other support teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.

Key Responsibilities:
Performs customer request/problem identification and follows defined procedures to resolve correctly; primarily in the space of Billing & Post Enrollment maintenance.
Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
Become a Subject Matter Expert; able to demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
Develops and maintains knowledge content of customer and customer specific business environment Supports and helps to drive customer Service Level Agreements and department's/product's key performance requirements
Able to Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; executes implementation of improvements
Shares information required for the team to be successful May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead
May participate, either voluntarily or through supervisor's request, on task forces, process teams, committees and special projects
Includes high degree of communication, ability to take autonomous decisions, Organizational awareness

Basic Qualifications:
Minimum 2 years of billing or post enrollment maintenance experience
Minimum 3 years of experience with MS Excel

Preferred Qualifications:
Client facing and/or client relationship management experience
Experience in the medical/insurance industry
Experience in Insurance Billing (Voluntary or Medical) or enrollment maintenance
Incident management experience (i.e. experience working with multiple deadlines, several tickets, etc.)

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture. Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities. Equal Employment Opportunity: All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Accenture is committed to providing veteran employment opportunities to our service men and women. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.


Posted: 2020-07-20 Expires: 2020-08-23

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Customer Service Excellence Senior Analyst

San Antonio, TX 78284

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