Support Center Analyst

ER&R Support Analyst

The ER&R Support Analyst will be a member of the fully remote team, responsible for inbound and outbound communications with issuers related to verification of Marketplace insurance data. The ER&R Support Analyst will need to process requests from stakeholders, determine the needed information, and articulate a response through both phone and email communications. Support Analysts will respond to inbound calls and emails and complete outreach as necessary. The Support Analyst must maintain a high level of accuracy, attention to detail, and professionalism in all communications with internal team members and issuers. Organization and prioritization skills are extremely important in this position. The Support Analyst must be able to identify situations that require escalation. Most of a Support Analyst's work consists of customer service, email communication, phone communication, and working within spreadsheets and a CRM application.

Key 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

Required Minimum Qualifications

Preferred Qualifications

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.