Job Description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
The Service Excellence Team is responsible for liaising between Group Insurance Service Delivery Organization and Distribution team or the customer, when required. The SET identifies trends and opportunities to educate Distribution, Customers or Brokers. The SET may also respond to external customers directly and provide resolutions to the Distribution Partner to present to the end customer or directly to the customer.

As a Service Excellence Specialist, provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. Liaise with other teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
Key Responsibilities:
  • Maintains oversight of the SES team, able to anticipates, identify, and assess complex issues/problems. Develops and implements a corresponding plan of action to bring the situation to resolution. Communicates changes to supervisor and assists other team leads with resolutions, as needed
  • Interprets day-to-day business objectives and prepares/executes operational practices/work programs. Ensures proper execution of processes by team & supports escalations to do with Billing & Post Enrollment maintenance.
  • Reviews all incoming work for clarity, provides clear work directions, e.g., receives requests for assistance from the field, determines level of assistance required and responds appropriately
  • Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention 
  • Able to Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
  • Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
  • Shares information required for the team to be successful & to develop
    Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
  • Take accountability for effectively handling senior-level escalations or customer complaints received via various sources
  • Able to conduct & manage client calls, in a professional manner by demonstrating expert knowledge of processes and related systems to effectively perform responsibilities, highlight risks, assist with solutions.
  • May prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance/disciplinary issues


Basic Qualifications
  • Minimum 2 years of billing or post enrollment maintenance experience
  • Minimum 3 years of experience with MS Excel to include reconciliation experience
  • Minimum 2 years of experience managing and developing a team
  • Minimum 3 years of Client Facing Relationships as Lead and/or Operational Management experience
  • Minimum 3 years of experience across multiple billing systems
Preferred Qualifications
  • Experience in Insurance Billing (Voluntary or Medical)
  • Experience in the medical/insurance industry
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture. Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities. Equal Employment Opportunity: All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Accenture is committed to providing veteran employment opportunities to our service men and women. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
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