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 www.accenture.com.
 
The Customer Service Senior Analyst provides functional and/or technical SME support for resolution of customer problems, incidents, issues, requests and queries in a contact center environment. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact, reporting & SME support.
 
Key Responsibilities
  • May receive and log internal and/or external customer problem/request/issue over the phone, chat or email and ensures proper documentation
  • Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
  • Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
  • Acts as the staff’s first escalation point for basic trouble shooting items, inquiries, unusual requests, etc
  • Assists the Call Center Leads in overall day to day operations, reporting, quality, administrative tasks etc
  • Supports the development and maintains product knowledge, documentation, and business and professional skills by participating in on-the-role training and classroom training
  • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
  • May take accountability for effectively handling senior level escalations or customer complaints received via various sources
  • May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
  • Support the management and workflow of the team by supporting resource planning in order to optimize availability, set goals and objectives for each team member and ensure individuals meet their targets
  • May deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material


Qualifications

Basic Qualifications:
  • Minimum 2 years’ experience in the Insurance industry management process interpreting and applying member contracts and benefits
  • Minimum 2 years’ experience in a call center environment
  • Minimum 1 years’ experience in one of the following: managing workflow, quality assurance,
Preferred Qualifications:
  • SME, Workflow assignment, or Quality Assurance experience
  • Knowledge of ICD-9 and ICD-10 and CPT codes
  • Experience in medical or insurance field
  • Experienced with SLA & Quality adherence
  • Strong Reporting in Pivots, Macros or Charts
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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