Cisive · 9 hours ago

Case Support Analyst

United States

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

Perform case research and analysis for internal and external customers. Ensure that cases and information requests are delivered on time and that SLA's (Service Level Agreements) are met.

Monitors and assures SLA adherence across KPOs that include but are not limited to Time Service/Turnaround Time, Aging, UTV, and inventory levels.

Monitors operations’ queues.

Proactively identifies and clears out potential delays through targeted lead fulfillment.

Assists with preparing, analyzing, and determining trends for monthly account reviews.

Escalates issues/questions to the next appropriate level.

Works on client projects; research and deliverables.

Works closely with Operations, IT and Client Success to resolve client issues.

May serve as a point of escalation both internally, for CSRs who need an elevated level of support and externally, for clients who may not be able to reach a CSR and/or may be experiencing challenges.

Other assigned tasks on an as needed basis.

Qualification

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Client RelationsBackground ScreeningMicrosoft OfficeAdvanced ExcelGoal Oriented