Insurance Client Experience Analyst
What We'll BringAt TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation we’re consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.
Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.
What You'll BringA bachelor's degree or an equivalent combination of education, training, and experience.
1+ years of experience in customer service, client support or account management.
A solid understanding and ability to use word processing, spreadsheet, and database software applications such as Salesforce or other CRM experience is a plus.
Excellent analytical, troubleshooting and problem-solving skills.
They must have good service knowledge and be able to communicate effectively to understand the problem and explain its solution.
What we'd love to see:
Identify and determine the best solution based on the issue and details provided by customers.
Ability to make decisions and solve problems or courses of action through policy or consultation with others.
Ability to thrive and stay organized in a growing, high-energy, and fast-paced environment.
Excellent listening and writing skills and the ability to work between both the customer and all levels across other organizations to maximize cross-department cooperation and efficiency.
Strong attention to detail, time management, and organizational skills.
Impact You'll MakeImproves the client experience by delivering account support in accordance with service level expectations (SLE’s). Responds quickly and accurately to support requests via email, telephone, and Salesforce.com, with focus on individual customer business needs. Interacts with other departments to garner assistance in resolving customer questions and/or challenges.
Manages the resolution of all customer issues through the Salesforce.com case tracking system. Documents resolutions to improve repeatability of solutions.
Supports all aspects of the customer lifecycle from pre-sales through ongoing support, incorporating customer feedback into future business practices.
Coordinates with internal stakeholders and vendors to identify and resolve operational issues as they impact external customers.
Assists with the research and analysis of data quality issues reported by customers.
Provides operational support to sales, product management, and operations, for requests such as customer inquiries, account maintenance and setup. Troubleshoots issues with our customers and responds to both IT and business client stakeholders.
Maintains a detailed understanding of TransUnion solutions, services, and potential software issues. Answers basic technical questions and refers non-routine technical or product issues to higher levels.
Completes various projects for sales and management in the areas of product improvements, data research, operational efficiencies, metrics and reporting, client data, billing, contract maintenance, and other related areas. Most projects require working in teams with other associates throughout the organization while maintaining current personal workload.
Assists in preparing and maintaining customer reports, project spreadsheets, presentations, and other documentation in a timely and accurate manner.
Performs other related duties as assigned.