About the Role
Customer Operations Specialist
locations
Charleston, SC
United States-Remote
time type
Full time
job requisition id
JR0029790
Together we fight for everyone’s opportunity for a better financial future.
We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.
Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.
Profile Summary:
Supports Health Plan customers’ daily operations by providing advanced technical, navigational, and administrative assistance through case support. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development.
Profile Description:
- Regularly demonstrates the ability to share best practices to facilitate growth across the team.
- Has a fundamental knowledge of configuration, payroll and edi. The associate can complete daily research and resolution in these areas independently.
- Demonstrates the ability to complete research and resolution across multiple departments, within team standards, with little management level escalations needed.
- Demonstrates extensive knowledge of business Standards.
- Demonstrates communication knowledge and possesses appropriate soft skills for ongoing relationship.
- Additional responsibilities, as required.
Knowledge & Experience:
- B.S. or B.A. required.
- 3-5 years’ experience in data analysis, account management, or technical customer support-related roles.
- Industry knowledge and experience is a plus: Insurance, Benefits Administration, SaaS, Healthcare.
- Strong proficiency in Salesforce, Microsoft Excel, HTML, basic SQL, or report creation experience desired.