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Business Analyst

Company: Rangam Consultants Inc.
Location: Akron
Posted on: January 17, 2020

Job Description:

Analyst position is in the Marketing and Products group, and requires high customer-centric focus, vision, leadership, and a competitive spirit. An Analyst at either level will be guided by values and responsible for managing incoming inquiries in a way that guides customers through transactions, eases their process, increases retention, reviews and improves the process, and ultimately leads to issue resolution. The successful candidate is familiar with claims processing, vendor management while maintaining the soft skills needed to support communications to assist at every stage of the customer journey. - -Providing high-level customer service and continuous support of the business unit by utilizing detailed processing, analysis, and reporting methods to track inquiries initiated by customers -Field customer calls and online chats from current customers related to product purchases and recurring billing -Manage customer interaction processes and monitor daily performance and quality activities -Understanding, analyzing and executing workflows for customer escalations -Monitor, analyze, and review complex work processes to maintain quality and key performance metrics for customer acquisition and retention -Consistently anticipate and deliver against a defined action plan -Communicate reviews, reports, and sub-data suggesting improvement and projects for process improvement -Conducting transaction-specific research, analyzing data, reviewing customer interactions, interpreting results, making recommendations and performing appropriate corrections -Following clearly defined processes and policies -Escalating to management for resolution when necessary -Handling challenges to functionality to resolve customer issues in a timely, courteous, and professional manner -Demonstrating sound judgment and independently resolving customer concerns Qualifications: -Bachelor's Degree in related area (Finance, Business Administration, Marketing, Other) -Business and financial acumen -Ability to read and interpret transactional data and documents -Ability to accurately perform basic math calculations, manually and using appropriate tools -Proficient in all Microsoft Office applications -Minimum 2 years of relevant work experience -Project management experience (small to medium-sized projects) -System process design and improvement qualifications -Call center analytics and Contract management -Contract center operations and management knowledge and background in: -Transaction analysis, troubleshooting, and documentation -System testing and results analysis -System process design and workflow improvement management -Experience with various enterprise resource planning ERP packages

Keywords: Rangam Consultants Inc., Akron , Business Analyst, Professions , Akron, Ohio

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