Note: The job is a remote job and is open to candidates in USA. ASM Research is seeking an ER&R Support Center Analyst to join their fully remote team. The Analyst will be responsible for managing inbound and outbound communications with issuers regarding Marketplace insurance data verification, ensuring accuracy and professionalism in all interactions.
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
Skills
- 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
- 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
Company Overview