Client Care Associate, Client Resolution
2 months ago
This is a mid-level professional role with progressive responsibility as experience grows. This role serves as a functional/technical specialist, work.....
This is a mid-level professional role with progressive responsibility as experience grows. This role serves as a functional/technical specialist, working independently with minimal guidance in complex and unconventional situations.
Responsibilities:
- This role administers the business processes related to client onboarding, offboarding, reporting, and ongoing management of client and users that the GCR Team caters to.
- Manage activities, requests, and inquiries for support and information through various case management tools which include but is not limited to emails, chat, calls, etc.
- Manage enrollment, client set-up, and deactivation process by closely coordinating with clients, Client Success, Product, and other internal organization as needed.
- Ability to understand and troubleshoot problems and clearly identify complexity for proper and timely escalation.
- Deliver consistent high-quality work to ensure an excellent client experience.
- Perform work with a high degree of excellence and accuracy, maintaining and fulfilling service level objectives with best practice and process applied.
- Identify key process improvement and opportunities based on inquiry trends and any operational pain-points to improve service delivery.
- Collaborate with the analysts and leadership team to develop and deliver training materials for new hires and continuous learning for existing team members.
- Participate in regular team meetings to share insights, discuss challenges, and contribute to team strategies.
- Manage documentation in SharePoint, Microsoft Dynamics/OneCRM, and other data repositories.
- Build and enhance positive working relationships with internal and external stakeholders.
- Contribute to team efforts by accomplishing related tasks as needed.
- Provide global support during US/LAC/EU/AP/CEMEA business hours as needed.
- Demonstrate flexibility in schedule changes - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed. (24/7 operations, rotating and shifting schedules)
- Responsible for providing comprehensive support across all six Primary Enrollment Products, Basic Core Skills, and the Live Channel scope, with demonstrated proficiency in assisting customers via phone, email, and Live Channel.
- Consistently demonstrates a strong sense of accountability by effectively representing the supported product during client and stakeholder interactions, ensuring clear communication and alignment with business objectives.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
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