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
- Customer Service Analyst managing medium complexity client portfolio in the insurance sector. Enhancing customer satisfaction through attentive communication and effective benefit management.
Responsibilities
- Provide service to a portfolio of medium-complexity clients through in-person, telephone, and/or digital channels, ensuring that all clients are assisted promptly and accurately according to their needs.
- Deliver attentive customer service based on dialogue and understanding of client needs, clarifying doubts and providing necessary information regarding the coverage process for insurable and non-insurable benefits.
- Support clients with reimbursement requests and pre-approvals via in-person, phone, and digital channels to ensure effective reimbursement of expenses incurred from care received outside the accredited network.
- Carry out the procedures required to conduct market studies by collecting the data and information needed to complete quotation forms, in order to identify the best terms and options for the client within the renewal timeframe.
- Prepare reports and presentations containing claims/loss ratio indicators by organizing data and performing quantitative and qualitative analyses to present policy results to the client.
- Identify opportunities for improvement through process mapping performed during execution, application of procedures and workflows, and propose actions that enable continuous improvement in customer service.
- Perform other related and role-appropriate professional activities as needed or requested by the area; participate in training, professional development and guidance from the immediate supervisor when necessary to ensure continuous professional growth.
Requirements
- Bachelor's degree in Business Administration, Human Resources Management or related fields
- Intermediate knowledge of Excel
- Experience in the insurance area with health and dental products, and knowledge of current ANS (National Supplementary Health Agency) regulations
- Customer focus, professionalism, collaboration, innovation, organization, resilience, logical reasoning and assertive communication
Benefits
- SulAmérica health and dental plans
- Life insurance
- Meal and/or food allowance (meal voucher)
- Transportation allowance
- Profit-sharing (PLR)
- Gympass
- Day off
- Apoio Pass for you and your dependents
- Discounts on personal insurance purchases such as auto, life, home and travel insurance, among others
- 100% on-site work
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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