Service Desk Analyst ensuring efficient technical support delivery at Ki's agile team. Log and resolve service requests while focusing on user satisfaction and team collaboration.
About the role
- Junior Relationship Analyst providing customer support for clients' insurance benefits. Engaging with clients to ensure satisfaction and accuracy in service delivery.
Responsibilities
- Provide service to a portfolio of lower-complexity clients through in-person, telephone and/or digital channels, ensuring that all clients are served quickly and accurately according to their needs.
- Handle customer service with attentive treatment, based on dialogue and understanding of needs, to clarify doubts and provide necessary information regarding coverage processes for insurable and non-insurable benefits.
- Support customers with claims and pre-authorization/reimbursement requests via in-person, telephone and/or digital channels, ensuring effective reimbursement of expenses resulting from care received outside the provider network.
- Carry out necessary procedures for market studies by gathering data and information required to complete quotation forms, in order to identify the best terms and options for the client within the renewal deadline.
- Prepare reports and/or presentations with claims and loss-ratio indicators by organizing data and conducting quantitative and qualitative analyses, to present policy results to the client.
- Identify improvement opportunities through process mapping performed during execution, application of procedures and workflows, and propose actions to enable continuous improvement in customer service.
- Perform other related duties inherent to the role as required by the area, through training, professional development and guidance from the immediate supervisor, to ensure continuous professional growth.
Requirements
- Bachelor's degree in Business Administration, Human Resources Management or a related field.
- Basic knowledge of Excel.
- Experience in the insurance sector with health and dental products and knowledge of current ANS regulations (Brazilian National Supplementary Health Agency).
- Customer-focused, professional, collaborative, innovative, organized, resilient, with logical reasoning and assertive communication.
Benefits
- Meal and/or food allowance
- Transportation voucher
- Profit-sharing (PLR)
- Wellhub
- Wellz
- Day off
- Apoio Pass for you and your dependents
- Discounts on personal insurance purchases such as auto, life, home, travel and others.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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