Operations Analyst II developing and delivering analytical findings for insurance company SelectQuote. Collaborating with stakeholders for performance reporting and strategic initiatives analysis.
About the role
- Analyst role in Digital Operations Support for Eversource, enhancing customer service tools. Collaborating with IT and stakeholders to resolve technical issues and improve user experience.
Responsibilities
- Support day-to-day operations of Eversource self-service products, eversource.com, mobile app, outage map, and alerts
- Partner with third party agencies and internal IT to resolve issues and continually improve customer user experience and site functionality
- Troubleshoot web issues and resolve concerns in collaborative manner with stakeholders and vendors
- Manage tickets from the Digital Operations Incident and Request Queue
- Work independently to research, manage, and resolve incidents and defects
- Manage several high priority tasks at one time
- Respond to customer/regulator questions and complaints, educate stakeholders, respond to season-related issues, and perform storm-based functions
- Respond to regulatory and law enforcement agency requests in a timely and accurate manner
- Participate in business testing teams to ensure successful user acceptance testing
- Collaborate with others for solutions and/or recommendations for issues through the use of analytics, and customer feedback
Requirements
- Bachelor's degree preferred, Business Management or Technology focus a plus or equivalent experience
- Three (3) plus years in a Customer Service environment
- Experience understanding and explaining, verbally and in writing, complex customer account scenarios to stakeholders and customers
- Experience investigating and resolving executive customer and regulatory complaints
- Experience researching and identifying customer issues with self service products
- Strong understanding of business processes
- Supported improvements in processes and best practices
- Experience with testing customer facing web platforms
- Ability to work outside of typical business hours, as needed
Benefits
- Competitive total rewards program
- Incentives based on performance
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