Non-Voice Entry Level - HUB

Job Description

We are looking for the following positions under non-voice campaigns.

• Health Operations New Associate

• Trust & Safety New Associate

• Utility Bill New Associate

I. Health Operations New Associate [1]

Perform data entry and research in various systems and tracking tools. Apply knowledge of processes and related systems to assist in identifying, assessing and resolving issues/problems. Assess and resolve non-standard and standard issues or problems.

Seek advice and escalate issues when faced with tasks/problems outside the scope of the work. 

Update and maintain various systems/tools per standard process documentation which may include:

• Execute transactions without minimal direction, enter data and retrieve information from group specific system (all new hires might require some direction initially)

• Audit own data entry for accuracy and make required corrections and conduct data verification

• Respond to various requests for information, as needed. Escalate to supervisor as appropriate

• File, archive and retrieve documents (paper-based and electronic) using filing standards

• Produce standard correspondence by following existing templates. Adhere to client formatting and quality standards. Proof and edit work for syntax, grammar and punctuation

• Respond to information requests by searching, summarizing research results and compiling in requested format

• Follow established policies, procedures and methods

• May serve as technical and functional resource or super users to other team members and participate in process improvement initiatives or special projects as assigned

II. Health Operations New Associate [2]

Data entry and processing of claim pre-eligibility information. Should be able to make decisions on whether to release or pend transactions. The Processor will be subject to project standards of quality and productivity as well as Accenture’s discipline policy.

Candidates for this role must have the following skills:

• Attention to detail and high level of organizational ability

• Reliability and ability to work independently

• Flexible, trainable and with good communication Skills

• Conveys information clearly and effectively both written and verbal

• Remains focused on improving communication skills while continuously enhancing knowledge on client products and services

• Possesses strong interpersonal skills
   

Problem solving skills: Understands the applicable aspects of the client products/services needed to perform their task. Concentrates on improving processing efficiencies while meeting quality standards. Displays exemplary analysis and problem-solving capabilities 

Teamwork: Works well with others and develops rapport and trust. Participates actively in team discussions and activities

Client Focus: Focuses on achieving client and company goals. Aims to maintain excellent relations with the client, team and internal contacts. Strives to maintain a sound knowledge of the client and internal support

Security Compliance:  Employees are required to maintain compliance with company safety, security and privacy programs (secrecy of all information and project-related information that may be acquired about the business, its affiliates and partners). They are responsible for being active participants of programs that protect the company’s business operations, facilities, and physical and intellectual property and ensure a safe and secure working environ for all employees.

III. Trust & Safety New Associate (Content moderators)

You will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, content moderators need strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.
 

As a Content Moderator, you are expected to perform the following (but not limited to) duties and responsibilities:

• Review, classify and/or remove content according to client guidelines, using specific tools and channels

• Understand and remain updated on changing client policies and guidelines

• Investigate, resolve, and relay complex content issues to the broader Trust and Safety team

• Serve as an advocate for the user community

• Participate in process improvement initiatives that improve quality and efficiency of work

• Participate in continuous training programs and workgroup discussions for optimal development in the role

• Engage in conversation around socially sensitive topics with the purpose of keeping our communities safe
   

IV. Utility Bill New Associate

The main role of a Back Office Agent is to provide essential operational and administrative support to ensure the smooth functioning of an organization. By managing critical behind-the-scenes tasks such as data entry, documentation, reporting, and process coordination.

Data Management and Documentation:

• Accurately input, update, and maintain data in company systems and databases.

• Organize and manage digital and physical records to ensure easy retrieval and compliance with company policies.

• Accurately input and maintain utility-related data, such as meter readings, billing information, and customer account details, in the system.

• Ensure timely updates of utility records, including changes in customer information, service requests, etc.
   

Administrative Support:

• Handle correspondence, emails, and other communications as required.

• Assist in scheduling meetings, managing calendars, and coordinating with internal teams.
   

Customer Support:

• Support customer service teams by handling backend tasks such as order processing, account discrepancies, and account updates.

• Maintain accurate records of customer interactions and transactions.

• Assist in setting up new customer accounts and updating existing accounts with accurate information.

• Process service requests such as new connections, disconnections, or transfers.

• Handle backend tasks related to customer complaints, escalations, and resolutions.

• Ensure timely submission of reports to relevant stakeholders.

Compliance and Confidentiality:

• Adhere to data privacy and confidentiality standards while handling sensitive information.

• Ensure compliance with company policies, industry regulations, and legal requirements.

• Report any discrepancies or potential risks to the appropriate department.

• Ensure all utility processes comply with regulatory standards and company policies.

• Maintain accurate and organized documentation of utility transactions, contracts, and agreements.

Collaboration and Coordination:

• Work closely with front-office teams, management, and other departments to ensure alignment and smooth operations.

• Act as a liaison between internal teams to resolve issues and streamline processes.

• Coordinate with field teams, technicians, and other departments to ensure timely resolution of service requests.