Customer Care Senior Analyst Job at NTT DATA (Lincoln)

Customer Care Senior Analyst

The position requires a positive and customer friendly attitude. The successful ...

Location

India , Bangalore

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Positive and customer friendly attitude
Enthusiasm and keen interest to learn and keep up to date with relevant new product releases and developments
Ability to use acquired troubleshooting and technical skills in identifying root cause and resolution of issues
Provide 2nd level support for Oracle Hospitality applications
Focus in providing solutions and troubleshooting product defects

Job Responsibility

Provide 2nd line support globally for Oracle Hospitality customers and partners
Work very closely with other teams (L1, AMS, SE/Dev, CCSM) to deliver quality customer service
Keep up to date with new releases and new functionality
Identify and report back root cause and resolution of major incidents to avoid recurring issues
Adhere to Global L2 Support standards and processes
Actively participate in building Oracle Knowledgebase
Committed to the delivery of outstanding service to customers

Fulltime

Customer Care Senior Analyst

Location

United States , Lincoln

Salary:

72800.00 USD / Year

NTT DATA

Expiration Date

Until further notice

Requirements

3 years of customer service experience, preferably in financial services or a BPO environment
2 Years MS Office Suite Experience including report writing and presenting
Active FINRA Series 6 and Series 63 licenses (must be current and in good standing)
High school diploma or GED Required
3 Years knowledge of Life insurance and Annuity policies

Job Responsibility

Establishes solid working relationships with clients and internal departments to resolve escalated issues
Possesses moderate knowledge of all facets of Variable life Insurance and annuity products
Strong understanding of investment account servicing and mutual fund or annuity products
Answer questions and provide information regarding their needs/questions through the utilization of multiple applications and platforms
Maintain customer confidentiality while complying with privacy regulations and meeting or exceeding performance metrics, quality, and service standards
Conduct research to respond to customer inquiries and document customer interactions in the appropriate systems
Take ownership of each call working to de-escalate customer concerns as needed
Provide high-quality customer care through phone, email, and chat channels
Assist clients with inquiries related to investment accounts, transactions, and financial products
Ensure all communication follows FINRA, SEC, and internal compliance policies

What we offer

Medical insurance
Dental insurance
Vision insurance with an employer contribution
Flexible spending or health savings account
Life and AD&D insurance
Short- and long-term disability coverage
Paid time off
Employee assistance
Participation in a 401k program with company match
Additional voluntary or legally required benefits

Fulltime

Customer Care Senior Analyst

The BPO Customer Care Senior Analyst role requires a minimum of 3 years of custo...

Location

United States , Lincoln

Salary:

72800.00 USD / Year

NTT DATA

Expiration Date

Until further notice

Requirements

3 years of customer service experience, preferably in financial services or a BPO environment
2 Years MS Office Suite Experience including report writing and presenting
Active FINRA Series 6 and Series 63 licenses (must be current and in good standing)
High school diploma or GED Required
3 Years knowledge of Life insurance and Annuity policies

Job Responsibility

Establishes solid working relationships with clients and internal departments to resolve escalated issues
Possesses moderate knowledge of all facets of Variable life Insurance and annuity products
Active FINRA Series 6 and Series 63 licenses (must be current and in good standing)
Strong understanding of investment account servicing and mutual fund or annuity products
Answer questions and provide information regarding their needs/questions through the utilization of multiple applications and platforms
Maintain customer confidentiality while complying with privacy regulations and meeting or exceeding performance metrics, quality, and service standards
Conduct research to respond to customer inquiries and document customer interactions in the appropriate systems
Take ownership of each call working to de-escalate customer concerns as needed
Excellent communication skills (verbal and written)
Ability to navigate multiple systems and manage time effectively

What we offer

medical insurance
dental insurance
vision insurance with an employer contribution
flexible spending or health savings account
life and AD&D insurance
short- and long-term disability coverage
paid time off
employee assistance
participation in a 401k program with company match
additional voluntary or legally required benefits

Fulltime

BPO Customer care senior analyst

The BPO Customer Care Senior Analyst role involves providing exceptional custome...

Location

United States , Lincoln

Salary:

72800.00 USD / Year

NTT DATA

Expiration Date

Until further notice

Requirements

3 years of customer service experience, preferably in financial services or a BPO environment
2 Years MS Office Suite Experience including report writing and presenting
Active FINRA Series 6 and Series 63 licenses (must be current and in good standing)
High school diploma or GED Required
3 Years knowledge of Life insurance and Annuity policies
Must Live in Continental United States
New hires must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process
Individuals must provide their own high speed internet access with speeds at or above 50 Mbps
A hard-wired ethernet connection is required

Job Responsibility

Establishes solid working relationships with clients and internal departments to resolve escalated issues
Possesses moderate knowledge of all facets of Variable life Insurance and annuity products
Strong understanding of investment account servicing and mutual fund or annuity products
Answer questions and provide information regarding their needs/questions through the utilization of multiple applications and platforms
Maintain customer confidentiality while complying with privacy regulations and meeting or exceeding performance metrics, quality, and service standards
Conduct research to respond to customer inquiries and document customer interactions in the appropriate systems
Take ownership of each call working to de-escalate customer concerns as needed
Provide high-quality customer care through phone, email, and chat channels
Assist clients with inquiries related to investment accounts, transactions, and financial products
Ensure all communication follows FINRA, SEC, and internal compliance policies

What we offer

medical, dental, and vision insurance with an employer contribution
flexible spending or health savings account
life and AD&D insurance
short- and long-term disability coverage
paid time off
employee assistance
participation in a 401k program with company match
additional voluntary or legally required benefits
NTT DATA will provide a computer and headset for remote work

Fulltime

Senior Customer Care Business Analyst

The Senior Customer Care Business Analyst takes a lead in ensuring Order Lifecyc...

Location

United States , Madison; Redwood City

Salary:

76000.00 - 115000.00 USD / Year

Exact Sciences

Expiration Date

Until further notice

Requirements

Bachelor’s degree in business administration or related field, or High School Degree/General Education Diploma and 4 years of relevant experience in lieu of bachelor’s degree
5+ years of customer service or business analyst experience within healthcare or a clinical reference laboratory
Demonstrated effective leadership skills and ability to collaborate with various levels throughout the organization
Demonstrated experience in project management
Demonstrated follow-through and relationship management skills
Demonstrated ability to perform the Essential Duties of the position with or without accommodation
Applicants must be currently authorized to work in country where work will be performed on a full or part-time basis. We are unable to sponsor or take over sponsorship of employment visas at this time.

Job Responsibility

Leading role in project initiation, planning, communication, and execution in conjunction with stakeholders
help ensure definition of project scope, requirements, and deliverables
Identify and leverage Change Management tools to meet project team needs
Identify, perform or manage tasks related to defining and measuring problems while coaching leaders to solve unique and complex challenges that have significant impact on a business unit or Customer Care enterprise
Serve as an internal consultant supporting Customer Care business units OKR's
Design, document, and optimize workflows to support company initiatives
Develop project schedules and milestones using appropriate tools and techniques
Utilize Project management skills to track and manage project tasks, milestones, and deliverables
Liaise with key stakeholders on an ongoing basis
Facilitate and/or present project level status updates

What we offer

Paid time off (including days for vacation, holidays, volunteering, and personal time)
Paid leave for parents and caregivers
A retirement savings plan
Wellness support
Health benefits including medical, prescription drug, dental, and vision coverage
Bonus eligibility.

Fulltime

Senior Analyst, Care Support Workforce Optimization

Reporting to the Director of Operations Analytics & Workforce Optimization, the ...

Location

United States , New York City

Salary:

97325.00 - 114500.00 USD / Year

Spring Health

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Business, Economics, Engineering, or a similar analytical field
Master’s degree preferred
Minimum of 3–5 years of experience in operations strategy, analytics, or a related role (e.g., management consulting, tech)
Experience with workforce management or capacity planning is a plus
Proven experience in developing and managing analytical models, with a strong command of data and visualization tools (e.g., Looker, SQL, Hex)
experience with workforce management tools is preferred
Demonstrated ability to partner with leadership to solve complex business challenges using data and structured analysis
Excellent communication and storytelling skills
able to synthesize complex analysis into actionable insights and influence leadership decisions
A builder’s mindset — comfortable establishing frameworks, processes, and standards in a scaling environment

Job Responsibility

Own forecasting of inbound volume to Care Support, broken down by channel and request category
Develop and manage dynamic workforce management models to balance member and provider satisfaction, while enabling scenario analysis
Translate complex analytics into actionable insights to drive operational efficiency and resourcing decisions
Serve as a strategic partner to Care Support leadership, providing guidance on resourcing decisions and capacity planning
Act as the primary liaison for Care Support workforce optimization in cross-functional initiatives, collaborating with teams such as Product, Marketing, and Customer Success

What we offer

Health, Dental, Vision benefits start on your first day
Access to One Medical accounts
HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs
Employer sponsored 401(k) match of up to 2%
A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
Competitive paid time off policies including vacation, sick leave and company holidays
At 6 months tenure, parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents
Access to Noom, a weight management program
Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses
Access to Wellhub

Fulltime

Senior Customer Operations Analyst

As a Senior Customer Operations Analyst, you’ll be the analytics brain behind ou...

Location

France , Paris

Salary:

Not provided

Doctolib

Expiration Date

Until further notice

Requirements

Fluent in French and English
At least 2/3 years of experience in an ops/business/strategy analytics (in-house or in consulting)
Strong analytical and problem-solving skills
Used to crunching data on a daily basis with tools like Excel, Gsheet
Can use data visualization tools like Tableau, PowerBI, Metabase, or similar
Strong business sense & communication: able to translate business needs into analytics requirements, and communicate insights clearly to non-technical stakeholders
Drive & autonomy
Curiosity & learning agility
Relationship building

Job Responsibility

Work hand-in-hand with Finance and CC Perf director to build reliable staffing and performance forecasts for the short, mid and long term, bi-annually
Develop and implement forecasting models to improve accuracy and reliability of our performance monitoring
Pilot CC performance by monitoring closely most important KPIs (Contact Ratio, Quality of Service…) on a daily, weekly and monthly basis
Build and maintain CC performance dashboards for Operational teams and FR leadership
Prepare the monthly business overviews shared with senior leadership (including. Comex members)
Work with Data Product Managers and Analytics Engineers to ensure data quality, reliable datasets, and robust KPI definitions for Support teams
Deep-dive analysis on CC Perf metrics to identify trends, insights and areas of improvement
Create actionable insights from complex data sets to support strategic decision-making and present recommendations to senior leadership
Collaborate with other Ops Teams to develop and implement Support strategies and plans that align with Doctolib’s business objectives
Support the implementation of strategic projects (satisfaction projects, external provider management…)

What we offer

Free health insurance for you and your children
Parent Care Program: receive one additional month of leave on top of the legal parental leave
Free mental health and coaching services through our partner Moka.care
For caregivers and workers with disabilities, a package including an adaptation of the remote policy, extra days off for medical reasons, and psychological support
Work from abroad for up to 10 days per year thanks to our flexibility days policy
Work Council subsidy to refund part of sport club membership or creative class
Up to 14 days of RTT
A subsidy from the work council to refund part of the membership to a sport club or a creative class
Lunch voucher with Swile card
Reimbursement of public transportation or company car (only for Field Sales)

Fulltime

Clinical Applications Analyst Senior - Beacon Analyst

Tucson Medical Center (TMC) is seeking an experienced Beacon Analyst to support ...

Location

United States , Tucson

Salary:

Not provided

Tucson Medical Center

Expiration Date

Until further notice

Requirements

Bachelor's degree in information technology, healthcare, business, or related field
Four (4) years of work experience in a healthcare setting
Three (3) years of clinical applications analyst experience with Epic, preferably in an acute care setting
One (1) year of project management related experience
Recommends clinicians maintain current state licensure, preferred
Will be required to certify on one or more Epic applications and maintain certification

Job Responsibility

Drives the design and implementation of new clinical processes and optimized system configuration
Leads and facilitates design sessions to achieve improvements
Understands the workflow strategy of a particular function/area and works with the team to define the requirements and assists in designing improved processes utilizing the clinical information system
Influences clinical leadership and management decisions and drives ownership and acceptance of change to the processes
Meets with customers frequently and provide frequent written status updates to customers, team members, and department management
Identifies solutions to complex clinical directives or implementation impediments
Provides consultative services to customers and technologists as to the workflow processes and incorporation of technology solutions
Participates and supports other team members in on call support and customer rounding activities
Solves production and maintenance problems, documents processes and creates action plans delineating steps and procedures
Executes comprehensive testing plans to verify critical outputs and system integrity

Fulltime

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Customer Care Senior Analyst

Job Description

Job Responsibility

Requirements

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