DE031911 - Insurance Operations Senior Analyst

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Insurance Operations Senior Analyst WORK SETUP: RTO Responsibilities: • Coach and develop a team of 15-20 front line inbound customer service representatives that assist our participants with accessing their account online and answering general questions about rollovers or withdrawals from their retirement savings products • Coach representatives on KPI results through evaluating, rewarding, and motivating representatives • Assist Manager in floor management, ensuring accurate production levels, training, and retention of representatives • Champion effective adherence to quality assurance standards, participate in call calibration sessions and ensure consistency in QA scoring. Identify needs for improvement of effective processes and training to drive reduction in errors • Ensure procedural and regulatory accuracy and adherence through effective quality monitoring techniques and workflow observance • Serve as department subject matter expert and co-facilitator for new hire onboarding and training • Provide frequent feedback and direction to representatives by assessing overall skills and readiness levels• Effectively lead change to empower and retain employees • Strong interpersonal skills and customer service skills are necessary as is the ability to remain customer service oriented during situations in which participants may be frustrated or upset. Handle escalated participant issues and calls • The ability to be proactive and self-directed utilizing good time management, decision-making, and organization skills is required. Must be able to prioritize multiple tasks • Effectively coach in a hybrid work environment • Strong organizational, leadership and decision-making skills • The ability to protect and maintain the confidentiality of participant PII and follow standard operating procedures to ensure compliance with various accrediting bodies such as FINRA and SEC OTHERS Project Shift Schedule: Night Shift Project Rest Day: Weekends Project/Team Location: Muntinlupa Filinvest Axis Tower One

SKILL AND QUALIFICATIONS
o College graduates
o Open to college undergraduates
o At least 2 yrs experience in Contact Center environment, preferably with Life Insurance and/or Retirement background.
o With supervisory experience.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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