customer service analyst

EOX Vantage (Vantage Agora, Inc.)

Client Services AnalystEOX Vantage is looking for skilled and motivated customer centric professionals to join our Client Service Department! For professionals who engage with a diverse customer base via phone and chat communication and handle assigned tasks with a high-level of knowledge, passion, and a commitment to satisfying customer needs. The goal is to deliver customer solutions and experiences that are thoughtful, reliable, and remarkable.Responsibilities Include:<ul><li>Handle a moderate volume of inbound and/or outbound calls.</li><li>Chat/Email interactions with Customers between taking calls.</li><li>Identifying solutions for customer issues using resources provided.</li><li>Provide accurate, valid, and complete information.</li><li>Create customer interactions, records, service accounts, and send documents.</li><li>Meet personal and team-based productivity and efficiency goals</li><li>Follow communication procedures, guidelines, and policies.</li><li>Basic arithmetic skills required; excel experience is a plus.</li><li>Acclimate changes in processes quickly and effectively.</li></ul>Requirements:<ul><li>At least 3 years of customer service experience.</li><li>Proven ability to multitask effectively with accuracy.</li><li>Strong communication skills.</li><li>High level time management skills.</li><li>Customer-centered approach and ability to adapt/respond to different scenarios with empathy.</li></ul>At EOX Vantage, our goal is to deliver premier service with insights that boost overall operations. Clients choose EOX Vantage to improve their operational efficiencies and optimally manage data through direct assistance from the Managed Services team and leveraging the customized, patented Enterprise Operating System (EOX) &ndash; a suite of unified cloud-based apps to run a business, all on one secure platform. EOX Vantage allows clients to focus on what they do best by reducing the time it takes to manage the essential, non-core aspects of their operations, and improving their effectiveness with data and insights.Come join our growing Client Service team, who manage a diverse set of customers facing tasks at a pace that allows growth and the ability to excel into a career path.Equal Employment Opportunity Policy:EOX Vantage provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment based on race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. This policy applies to all aspects of employment, including hiring, promotion, compensation, and training.E-Verify Participation:EOX Vantage participates in E-Verify. We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee&rsquo;s Form I-9 to confirm work authorization.EOX Vantage will not use E-Verify to pre-screen job applicants and will only use E-Verify once a job offer has been accepted and Form I-9 is completed.For more information about E-Verify, please visit Home | E-VerifyVisit our website to learn more about us: https://www.eoxvantage.com/EOX Vantage NEVER asks for any form of payment to be considered as an applicant. If you are emailed asking for payment, please immediately report this spam message to info@eoxvantage.com. All verified personnel will only reach out with an EOX email ending in @eoxvantage.comCollege degree preferred, High-school degree or GED requiredPay: $14.00 per hourBenefits:<ul><li>401(k)</li><li>401(k) 4% Match</li><li>Dental insurance</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Vision insurance</li><li>Work from home</li></ul>Location:<ul><li>South Carolina (Required)</li></ul>Work Location: Remote

Client Service Customer Support Analyst I

Concentrix

<div>Job Title: Business Analyst with Customer Support experience
Location: Omaha, NE (Onsite - 5 days a week)
Job Summary:
The Business Analyst and Customer Support Representative will be responsible for bridging the gap between IT and the business by using data analytics to assess processes, determine requirements, and deliver data-driven recommendations and reports to executives and stakeholders. This role also requires providing exceptional customer support and ensuring customer satisfaction.
Key Responsibilities:<ul>
<li>Provide strong customer support by addressing customer queries and issues efficiently and independently.</li>
<li>Perform detailed business analysis, identify business needs, and determine solutions to business problems.</li>
<li>Utilize O365 suite of apps effectively for documentation and collaboration.</li>
<li>Facilitate and participate in customer calls, working towards prompt and effective solutions.</li>
<li>Analyze and interpret data using tools like Tableau to support decision-making processes.</li>
<li>Develop and maintain expertise in electronic messaging formats such as EDI, XML, and others.</li>
<li>Support project management activities by applying project management methodologies where applicable.</li>
<li>Communicate effectively with team members, stakeholders, and executives.</li>
</ul>Must-Have Qualifications:<ul>
<li>4 to 8 years of experience in business analysis and customer support roles.</li>
<li>Experience with O365 applications.</li>
<li>Strong skills in customer support and business analysis, particularly in railroading and electronic messaging.</li>
<li>Expertise in two or more electronic messaging formats: EDI, XML, JSON, Flat File, ISA, AAR, or CLM.</li>
<li>Strong analytical skills and problem-solving capabilities.</li>
<li>Excellent communication skills.</li>
</ul>Good-to-Have Qualifications:<ul>
<li>Experience with EDI X-12.</li>
<li>Knowledge of data analytics tools like Tableau.</li>
<li>Basic programming knowledge including scripting, understanding of variables, loops, data structures, and function calls.</li>
<li>Railroad industry experience.</li>
<li>Familiarity with project management methodologies.</li>
</ul>Desired Profile:<ul>
<li>Strong commitment to understanding and meeting customer needs.</li>
<li>Capable of working independently to resolve issues and provide solutions.</li>
<li>Demonstrates a strong background in customer-focused culture.</li>
<li>Enthusiastic about continuous learning and adapting to new technologies and methodologies.</li>
</ul>The base salary for this position is $67,000 to $77,000 plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.
The deadline to apply for this position is: 04/14/2026. This position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible.
As part of the hiring process, candidates may be required to undergo background screening and identity verification, where permitted by applicable law and consistent with the requirements of the role. Certain verification processes used by the Company or its service providers may involve technologies that rely on biometric identifiers or biometric information, where permitted by law. If biometric identifiers or biometric information are collected, used, or stored, the Company will provide the legally required disclosures and obtain any required written consent prior to such collection, and will handle such information in accordance with applicable biometric privacy laws and Company policies.
Physical and Mental Requirements 
The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.
Equal Employment Opportunity 
Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.
For more information regarding your EEO rights as an applicant, please visit the following websites:<ul>
<li>English: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
</li><li>Spanish: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRightsSp6.12.pdf
</li></ul>Accommodation 
Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting app.acco@concentrix.com. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.
Artificial Intelligence 
As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.
Work Authorization
In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.
For further information on available work states and Equal Employment Opportunity as an applicant, please visit: https://jobs.concentrix.com/north-america-equal-employment-opportunity-information/
#LI-Onsite 
#Omaha 
#Nebraska</div>

Business Analyst with Customer Support experience

University of Minnesota

<div>Required Qualifications (please document on resume)<ul><li>
BA/BS degree OR a combination of related education and work experience to equal four years.</li><li>
Excellent communication skills, both written and verbal; ability to be clearly understood when speaking.</li><li>
Customer service experience to equal two years.</li><li>
Ability to work with people of diverse backgrounds and cultures.</li><li>
Experience in creating and maintaining documentation and process-related content.</li><li>
Experience working in finance at a higher education institution.</li></ul> 
Recruitment Title: Call Center Analyst
Job Classification: 8221CL - Fin Pro 1-Call Center
Position Overview:
Join the University of Minnesota's dynamic University Financial Helpline team as a Call Center Analyst where you will play a pivotal role in addressing inquiries related to financial policy, procedures, and system usage. As a Call Center Analyst, you will be responsible for interpreting and troubleshooting data and transactions, rerouting financial transactions, and facilitating access to enterprise financial systems.
This position goes beyond traditional call center roles, as it involves providing comprehensive finance-business-process support systemwide to both internal University employees and external audiences. Your expertise will be instrumental in ensuring a seamless and efficient resolution of financial inquiries, contributing to the overall success of the University's financial operations.
Work Environment:
This hybrid position is based on the Twin Cities campus. For those located in the metro area, a minimum of three days per week in the office is expected. Internal and external applicants located near other UMN system campuses and across the State of Minnesota may also be considered, and we encourage all interested candidates to apply. Occasional travel to the Twin Cities campus may be required for events and all-staff meetings. Out of state candidates must be willing to relocate to Minnesota at their own expense. 
 
Job Responsibilities with % of time:
Service center functions - 60%<ul><li>
Provide assistance, guidance, recommendations, and consultation to departments on matters relating to financial policy, process, data, and systems.</li><li>
Handle the majority of cases as one-call resolution.</li><li>
Determine when customer interactions have policy or process implications that should be escalated to policy owners, and escalate the activity, finding, or suggestion according to service level agreements.</li><li>
Perform imaging administration, assisting departments in removing documentation that should not have been associated with a particular transaction, or by redacting private or protected data.</li><li>
Conduct research on case questions as needed and update the knowledge base with resolution from system support teams or business process owner teams.</li><li>
Act in an administrative capacity in the University&rsquo;s learning management system for finance-related training.</li><li>
Update employee training records for things like prerequisites taken outside the current system; help people register for finance training sessions.</li><li>
Keep your own knowledge current about the financial systems, service center systems, and related policy, training materials, and procedures.</li><li>
Provide suggestions for process improvements to colleges and departments.</li><li>
Log all contacts, notes, and resolutions in case management tool.</li><li>
Meet service level standards set by management related to timeliness, accuracy, and case quality measures.</li><li>
Create knowledge base documentation for team use and use by our customers and colleagues in other service centers</li></ul>
Workflow and access administration - 30%<ul><li>
Process financial system access requests and access-related data requests according to service level agreements; work with process owners to resolve issues as needed.</li><li>
Monitor transaction workflow activity in systems to identify transactions where an action is needed (for example, stuck activity), determine what action is appropriate, and take action.</li><li>
Perform finance-related workflow administration systemwide in the enterprise financial systems, including assignment or reassignment of financial transaction approvers and transaction rerouting per policy, according to service level agreements.</li></ul>
Special projects - 10%<ul><li>
Cross-train with and be available to provide backup to the central financial business process owner units to perform essential functions as needed.</li><li>
Serve on Controller&rsquo;s Office or U Finance committees, participate in project teams and workgroups, and other duties as assigned.</li></ul> 
Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.
Additional documents may be attached after application by accessing your &quot;My Job Applications&quot; page and uploading documents in the &quot;My Cover Letters and Attachments&quot; section.
Please document qualifications on the resume.
To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.
The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.
The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu
Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.
The University of Minnesota, Twin Cities (UMTC)
The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.
At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America&rsquo;s Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).</div>

Call Center Analyst

Marsh McLennan Agency

<div><h2 class="jobSectionHeader">Company:</h2>
Marsh McLennan Agency
<h2 class="jobSectionHeader">Description:</h2>
Benefits Service Analyst
Our not-so-secret sauce.
Award-winning, inclusive, Top Workplace culture doesn&rsquo;t happen overnight. It&rsquo;s a result of hard work by extraordinary people. The industry&rsquo;s brightest talent drives our efforts to deliver purposeful work and meaningful impact every day. Learn more about what makes us different and how you can make your mark as a Benefits Service Analyst at MMA.
Marsh McLennan Agency (MMA) provides business insurance, employee health &amp; benefits, retirement, and private client insurance solutions to organizations and individuals seeking limitless possibilities. With offices across North America, we combine the personalized service model of a local consultant with the global resources of the world&rsquo;s leading professional services firm, Marsh (NYSE: MRSH).
A day in the life.
This is an onsite position 5 days a week, located out of our Fort Lauderdale office.
As our Benefits Service Analyst on the Employee Benefits team, you will:
<ul><li>Prepare client spreadsheets and proposals such as benefits comparison, rates comparison, Total Spend Summary, employee contribution modeling, etc.</li>
<li>Prepare client presentations including creating/updating agendas, PowerPoint presentations, copying and binding presentations, etc. as needed</li>
<li>Support the Account Management Team with client service needs such as billing inquiries, researching claim/enrollment issues and tracking service issues through agency management system</li>
<li>Support RFP preparation, including requesting &amp; formatting census and preparing RFP specifications letter</li>
<li>Input and summarize benchmarking data in MMA formatted presentation</li>
<li>Update information in carrier system as needed (enrollments); Enter and review data in agency management system</li>
</ul>Our future colleague.
We&rsquo;d love to meet you if your professional track record includes these skills:
<ul><li>High school diploma or equivalent</li>
<li>2-15 insurance license within 90 days of hire</li>
<li>Proficiency with Microsoft Office Suite, including Excel, Outlook and Word</li>
<li>Strong verbal and written communication and presentation skills</li>
<li>Extremely detail-oriented, organized and proactive</li>
<li>Team-oriented and collaborative</li>
<li>Growth-minded individual</li>
<li>Strong copy editing and proofreading skills</li>
<li>Strong verbal and written communication skills</li>
<li>Well organized, strong attention to detail, deadline oriented, strong sense of urgency and self-motivated.</li>
<li>Adaptable to ever changing environment, ability to work under pressure in fast-paced environment, manage multiple projects, and meet deadlines.</li>
<li>Ability to interact with various personality styles and manage requests from multiple sources.</li>
</ul>These additional qualifications are a plus, but not required to apply:
<ul><li>Bachelor&rsquo;s degree or higher</li>
<li>Bilingual (English/Spanish)</li>
<li>Prior Agency or Benefit Carrier experience</li>
</ul>We know there are excellent candidates who might not check all of these boxes. Don&rsquo;t be shy. If you&rsquo;re close, we&rsquo;d be very interested in meeting you.
Valuable benefits.
We value and respect the impact our colleagues make every day both inside and outside our organization. We&rsquo;ve built a culture that promotes colleague well-being through robust benefit programs and resources, encourages professional and personal development, and celebrates opportunities to pursue the projects and causes that give colleagues fulfilment outside of work.
Some benefits included in this role are:
<ul><li>Generous time off, including personal and volunteering</li>
<li>Tuition reimbursement and professional development opportunities</li>
<li>Hybrid and flexible work</li>
<li>Charitable contribution match programs</li>
<li>Stock purchase opportunities</li>
<li>Competitive compensation</li>
<li>Entrepreneurial leadership</li>
<li>Unmatched, scalable resources</li>
<li>Committed to core values</li>
<li>Inclusive culture</li>
</ul>To learn more about a career at MMA, check us out our website or flip through recruiting brochure .
Follow us on social media to meet our colleagues and see what makes us tick:
<ul><li>Instagram
</li><li>Facebook
</li><li>X
</li><li>LinkedIn
</li></ul>Who you are is who we are.
We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. We are always seeking those with ethics, talent, and ambition who are interested in joining our client-focused teams.
Marsh McLennan and its affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.
#MMAEHB
#LI-Onsite
#MMAFL</div>

Benefits Service Analyst

General Dynamics Information Technology

<div><div><div>Your Impact
Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being and support of U.S. citizens.
Job Description<div>
FUNCTIONAL ANALYST 
 
Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Functional Analyst for a career where your growth is just as important as the mission you support. 
 
MEANINGFUL WORK AND PERSONAL IMPACT
As a Functional Analyst, the work you&rsquo;ll do at GDIT will be impactful to the mission of Benefits Coordination &amp; Recovery Call Center (BCRC). You will play a crucial role in transforming customer interaction data into practical business insights. This role goes beyond traditional quality monitoring by driving performance improvements, strengthening compliance, and contributing to the overall customer experience.
Operating at the intersection of quality, analytics, and strategy, this production-driven role requires consistent output and strict adherence to deadlines. Assignments require extended periods of focus, critical listening, and precise documentation as analysts must be comfortable working with large datasets, identifying trends, and supporting findings. Successful analysts can balance quantitative analysis with detailed documentation on every audit.
This role requires a highly analytical mindset, exceptional writing ability, and advanced Microsoft Office expertise immediately upon onboarding to translate complex findings into clear, impactful feedback, and actionable recommendations. 
Support:<ul><li>
Operational efficiency across multiple applications while proactively staying current on all guidelines, procedural updates, and internal changes</li><li>
Weekly audits with a minimum of (50-60) interactions fortifying QA compliance standards and established scorecards</li><li>
14-Day record maintenance timeframes by autonomously monitoring Medicare beneficiary record corrections</li><li>
Operational leaders by drafting clear, concise, and professional communications supporting feedback and coaching initiatives</li></ul> 
Collaborate with:<ul><li>
Adjacent departments in (2 - 3) meetings monthly to review behaviors and training opportunities</li><li>
Call Center Leads by orchestrating bi-monthly calibrations using department templates to perform audit alignment amongst vested parties</li><li>
Colleagues during end-of-day huddles, training recaps, and ad hoc analysis, to examine anomalies and performance opportunities</li></ul> 
Utilize:<ul><li>
MS Excel formulas, pivot tables, data modeling, and visualizations, for analyzing trends, and optimizing reports</li><li>
MS Word to compose and deliver high-level bi-weekly emails, call notes, and summaries regarding observations and recommendations</li><li>
PowerPoint to design executive-level presentations, translate expectations into clear visual narratives, and create compelling slides for stakeholders</li></ul> 
WHAT YOU&rsquo;LL NEED TO SUCCEED 
Bring your Quality Assurance and Technical expertise along with a drive for innovation to GDIT.
The Functional Analyst must have<ul><li>
Education: Bachelor of Arts/Bachelor of Science</li><li>
Experience: 2+ years of call center experience with quality assurance exposure in a healthcare environment with an understating of Medicare, Parts A, B,C, and D.</li><li>
Technical skills: Intermediate computer literacy with expertise in MS Office (Excel, Word, PowerPoint)</li><li>
US citizenship required: Yes</li></ul>
Role requirements<ul><li>
Professional experience working in remote environments</li><li>
Strong analytical, critical thinking, and problem-solving skills</li><li>
Excellent listening, verbal, and written communication capabilities</li><li>
Ability to welcome, accept, and implement feedback constructively</li><li>
Highly adaptable to working collaboratively in a team-oriented environment</li><li>
Detail-oriented able to meet deadlines with a strong focus on accuracy and quality</li><li>
Proactively adept at identifying and pursuing new tasks and assignments automatically</li><li>
Strong understanding of compliance requirements (e.g., HIPAA, CMS guidelines) as it relates to Privacy Act laws</li><li>
Familiarity with Medicare Secondary Payer rules, ESRD (End Stage Renal Disease) periods, and Disability entitlement</li><li>
Exposure to BCRC processes, including coverage validation, MSP questionnaires, Recovery workflows, and case updates</li><li>
Experience performing calibrations, coaching sessions, and quality evaluations using standardized QA scorecards
</li><li>Ability to accurately interpret and apply complex QA guidelines consistently across unique interaction scenarios
</li><li>Capable of identifying scoring gaps and recommended QA form or policy enhancements
</li><li>Proven ability to identify trends and root causes across a wide array of call drivers (e.g., eligibility, MSP, correspondence)
</li><li>Demonstrate strong system navigation skills across multiple platforms, with the ability to efficiently query caller information
</li><li>Proficient in simultaneously analyzing call audio and system activity to comfortably translate QA findings into actionable insights</li><li>
Familiarity with CMS guidelines and regulatory requirements</li></ul>
Preferred Qualifications<ul><li>
Prior experience in BCRC</li></ul> 
GDIT IS YOUR PLACE 
At GDIT, the mission is our purpose, and our people are at the center of everything we do. 
Growth: AI-powered career tool that identifies career steps and learning opportunities 
Support: An internal mobility team focused on helping you achieve your career goals 
Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off 
Community: Award-winning culture of innovation and a military-friendly workplace 
 
OWN YOUR OPPORTUNITY 
Explore a career at GDIT and you&rsquo;ll find endless opportunities to grow alongside colleagues who share your ambition to deliver your best work.
#GDITFedHealthJobs
#GDITHealth
</div></div><div><div><div>Work Requirements</div></div><div></div><div><div>
Years of Experience<div>
3 + years of related experience</div><ul><li>may vary based on technical training, certification(s), or degree</li></ul></div><div></div><div>
Certification</div><div>
Travel Required<div>
Less than 10%</div></div></div></div></div><div>
Salary and Benefit Information<div>
The likely salary range for this position is $50,190 - $60,950. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. 
View information about benefits and our total rewards program.</div>
About Our Work<div>
We are GDIT. A global technology and professional services company that delivers technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across over 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, cloud, cyber and application development. Together with our customers, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.</div><div>
Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.</div><div>
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans</div></div></div>

Call Center Quality Analyst- Remote!!

NTT DATA

osition: Customer Care Senior Analyst
 
**Must Live in Continental United States**
 
This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and ADD insurance, short- and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.
 
Pay for this role is $72,800 salary
 
Basic Qualifications: 
<ul>
<li>3 years of customer service experience, preferably in financial services or a BPO environment.</li>
<li>2 Years MS Office Suite Experience including report writing and presenting.</li>
<li>Active FINRA Series 6 and Series 63 licenses (must be current and in good standing).</li>
<li>High school diploma or GED Required.</li>
<li>3 Years knowledge of Life insurance and Annuity policies</li>
</ul>
Responsibilities: 
<ul>
<li>Establishes solid working relationships with clients and internal departments to resolve escalated issues.</li>
<li>Possesses moderate knowledge of all facets of Variable life Insurance and annuity products.</li>
<li>Active FINRA Series 6 and Series 63 licenses (must be current and in good standing).</li>
<li>Strong understanding of investment account servicing and mutual fund or annuity products.</li>
<li>Answer questions and provide information regarding their needs/questions through the utilization of multiple applications and platforms. In addition, you will maintain customer confidentiality while complying with privacy regulations and meeting or exceeding performance metrics, quality, and service standards.</li>
<li>You will conduct research to respond to customer inquiries and document customer interactions in the appropriate systems. You will take ownership of each call working to de-escalate customer concerns as needed.</li>
<li>Excellent communication skills (verbal and written).</li>
<li>Ability to navigate multiple systems and manage time effectively.</li>
<li>High attention to detail with a commitment to compliance and accuracy.</li>
<li>Provide high-quality customer care through phone, email, and chat channels.</li>
<li>Assist clients with inquiries related to investment accounts, transactions, and financial products.</li>
<li>Ensure all communication follows FINRA, SEC, and internal compliance policies.</li>
<li>Process account updates, documentation requests, and service transactions accurately and efficiently.</li>
<li>Research and resolve customer issues promptly while maintaining a positive customer experience.</li>
<li>Maintain detailed records of all customer interactions in the CRM system.</li>
</ul>
New hires must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process.
 
Remote Working and Technology Requirements
 
To work Hybrid remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related technology.
 
Technology
 <ul>
<li>NTT DATA will provide a computer and headset for remote work.</li>
<li>Employees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols.</li>
<li>Failure to return equipment may result in collection actions and/or other consequences.</li>
<li>Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.</li>
<li>A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of one’s personal dwelling or location.</li>
</ul>
Technical Performance and Issue Tracking
 <ul>
<li>Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.</li>
<li>Hybrid Remote employees must adhere to all technical support procedures and protocols.</li>
<li>Chronic connectivity issues or recurring downtime that impede job performance, including internet outages, may result in the remote status changing to onsite.</li>
</ul>
Remote Workspace
 
Remote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service.
 <ul>
<li>Employees must have a dedicated, professional workspace conducive to servicing Customer Service customers with the same quality as an onsite environment.</li>
<li>The workspace must be a permanent, unencumbered location used daily for work.</li>
<li>Employees must work with minimal distractions that do not interfere with business operations or service delivery.</li>
<li>Ideally, the workspace is isolated from other household members and used exclusively for job duties.</li>
<li>Background noise, interruptions from people or pets, and other distractions must be kept to an absolute minimum to avoid disruptions to customer service.</li>
<li>Employees must work from the same location consistently unless prior approval is obtained.</li>
<li>If a change in work location is necessary:</li>
<li>The new location must meet all Remote Workspace and Technology Requirements.</li>
<li>Notification to NTT DATA Management is required before relocating</li>
</ul>

BPO Customer care senior analyst

Innovation it solutions Fze LLC

Full Job DescriptionWe are looking for an experienced Quality Control Analyst (Sales &ndash; Call Auditing) to join our team.The ideal candidate will have strong experience in auditing sales calls, ensuring compliance, and improving agent performance through structured feedback and analysis.Key Responsibilities<ul><li>Monitor and audit daily sales calls</li><li>Ensure adherence to scripts, compliance policies, and sales processes</li><li>Identify errors in communication, sales approach, and customer handling</li><li>Evaluate calls based on quality standards and scorecards</li><li>Prepare daily and weekly quality reports</li><li>Provide feedback and coaching to sales agents</li><li>Identify mis-selling, compliance violations, and process gaps</li><li>Maintain accurate quality records and audit documentation</li><li>Work closely with Sales and Operations teams to improve performance</li></ul>Requirements<ul><li>Proven experience in call auditing or quality control (sales environment required)</li><li>Strong knowledge of sales call flow and customer handling</li><li>Excellent listening and analytical skills</li><li>Ability to evaluate calls against quality and compliance standards</li><li>Strong reporting and documentation skills</li><li>Good communication and coaching skills</li><li>Fluent in Malayalam, Tamil, Hindi, Kannada</li><li>Good English communication skills</li><li>UAE/GCC experience preferred</li><li>Experience handling high call volumes is an advantage</li></ul>Benefits<ul><li>Competitive salary package</li><li>Career growth opportunities</li><li>Professional work environment</li><li>Training and development support</li></ul>Pay: AED4,500.00 - AED7,000.00 per monthWork Location: In person

Quality Control Analyst – Sales (Call Auditing)

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