On Boarding Specialist - 5 Month Contract

ON BOARDING SPECIALIST

Description:
Support the installation activities for new Small groups on and off exchange.

ACT AS THE LIAISON BETWEEN THE ORGANIZATION AND THE BROKERS, EMPLOYER GROUPS, NAVIGATORS, EXCHANGES AND MEMBERS DURING THE IMPLEMENTATION OF NEW SMALL EMPLOYER GROUPS.

BUILD CREDITABILITY AND TRUST WITH INTERNAL AND EXTERNAL CUSTOMERS TO ENSURE TIMELY AND ACCURATE ON-BOARDING SUPPORT.

MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS

1. Initiates contact with Client within a specified time to perform Client Facing Meeting.
2. Receive inbound calls from customer to provide central point of contact for pre-sale until 30 days post effective date.
3. Analyzes the escalated issue or inquiry and use appropriate resources to ensure satisfactory resolution.
4. Resolves member issues and customer inquiries accurately within specified time frame.
5. Coordinates and tracks tasks and maintains installation time lines across multiple functional areas, working with department Directors and Managers. Ensures functional departments understand and comply with established processing and turnaround times.
6. Provides support to account manager/sales in responding to employer questions concerns with elements of the installation process.
7. Uses QA controls to facilitate accurate and timely processing of membership information, contract validation and invoice accuracy.
8. Resolves issues during the installation and renewal processes, working directly with functional departments to ensure installations comply with standard processes guidelines.
9. Facilitates seamless hand-off to Account Management staff, supported by group-specific reporting metrics, issue review and installation processing summary.
10. Uses knowledge network to ensure successful resolution of member issues and customer inquiries.
11. Effectively consults with cross functional business partners to demonstrate value and build commitment to customer satisfaction.
12. Linkages between Navigators, Exchanges, Brokers, and Employer Groups to ensure we have appropriate documentation for the installation activities.
13. Resolves customer issues and members inquiries accurately within a specific time frame. Analyzes the escalated issue or inquiry and use appropriate resources to ensure optimal resolution.
14. Provides Real Time status updates on installation and on-boarding activities.
15. Identifies and reports trends to appropriate internal stakeholders for quality control and root cause analysis.

Requirements:
High School Diploma or GED required.
Bachelor's Degree in marketing, finance, business administration, or equivalent experience preferred.
Two years of experience in marketing, business development, sales, account management customer service and/or managing business to business relationships required.
Strong customer or member service skills required.
Ability to understand internal processes that contributed to problem, ie root cause analysis required.
Ability to become familiar with the capability and contacts in the knowledge center to quickly support account strategies required.