Back Office Operations Rep (Sontiq)

What We'll Bring:

The position will work with onshore and GCC resources that are providing client -facing support for emails, file upload questions and act as a point of contact for Sales, Product and IT in handling customer inquiries.

What You'll Bring:

• Maintain an understanding of the customers’ business and joint programs/processes.
• Coordinate with team to resolve all issues within required timeframe and recommend appropriate changes to all policies and procedures.
• Deliver reporting on email supports metrics.
• Collaborate with Implementations team to ensure compliance to all customer requirements.
• Ensure compliance to response timeframes and collaborate with stakeholders for all processes.
• Effectively manage tasks in support of multiple customers in tandem, while maintaining deadlines.
• Works with QA and Team Lead to improve individual performance based on feedback and coaching, to ensure that a high-quality work product is delivered to Sontiq customers.
• Performs other duties as assigned.

Impact You'll Make:

• 2+ years’ experience in client and/or customer experience role.
• Ability to analyze reports and transform into meaningful value for customer.
• Experience working in the Financial services and employee benefits industry is preferred.
• The ideal candidate will have the ability to not only understand unique customer workflows, but also assist in building efficiencies.
• Organizational and documentation skills.
• Demonstrated computer and technical skills with proficiency in Microsoft Office Suite, particularly MS Excel.
• Strong communication skills; written, oral, and presentation skills.
• Demonstrate urgency, commitment to quality and a high level of personal accountability for all deliverables.
• Positive attitude and willingness to do whatever it takes to support team goals.
• Ability to prioritize demands and timelines through analytical and problem-solving capabilities.
• Comfortable establishing new processes, unafraid of challenging the status quo.
• Ability to prioritize effectively, multitask, and manage time appropriately.
• Must demonstrate ability to be persuasive, passionate and understanding.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.