Client Account Support Analyst

Job description As a Client Account Support Analyst you will be responding to escalations received either directly from the Client, Brokers,or the Client Management team. Your role is to investigate each escalation carefully and to provide feedback and solutions to both the client and the internal stakeholders. You will work in close cooperation with your colleagues in other operations departments (Claims, Client Services, COM Team) and Clinical team to ensure a timely response and end to end resolution to the client or the client management team. In addition, you will manage your own portfolio of mid-range clients where you are responsible for the timely delivery of inputs or reporting. Key responsibilities You are responsible for investigating escalations or queries received from either the Clients, Brokers or the Client Management team related to any operational service and provide End to End Resolution and coordinate the action to prevent such escalations in the future. Build a strong relationship with your clients’ focal points & develop a good understanding of the client’s and their members needs You manage your workload and make sure to deliver service within the agreed KPI’s Able to make data-driven assessments and decisions Being proactive in identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes within Customer Services and other operations. You carry out ad-hoc tasks as required to meet business needs (e.g. Client Webinar Presentations or onboarding presentations) Act as internal advocate for the client and ensure that all operational teams receive important updates linked to your clients Proactively address and/or escalate any risks to the Client Support Team Manager Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service. Minimum requirements Excellent knowledge of all operational processes and systems Minimum of two years’ experience as a Claims analyst or Senior Claims analyst Experience working with Salesforce,Eurocare ,Octopus Proficient at Excel and other Microsoft applications Fluent in written and spoken English You have strong interpersonal skills with excellent written and verbal communication skills Strong client-centric mindset with developed problem-solving skills Strong analytical mindset -Able to Interpret, analyze data and turn these it into usable feedback and insights Responsible for maintaining a high level of professionalism with clients Experience in complaint management - with a proven track record in improving customer service standards Communicating and coordinating with colleagues in other departments as necessary Communicating with clients through various channels (email, Webex, Teams, telephone) A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives. Excellent interpersonal skills: strong empathy and listening skills. Ability to stay calm in stressful situations Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues. Results oriented – ability to define goals, establish plans and manage work to achieve desired outcomes. Accountability – assumes ownership for achieving personal results and collective goals.