Senior customer operations analyst

Description The incumbent in this position will work on assigned customer operations compliance; that is, a set of interrelated compliance programs, existing enterprise policies, procedures, and regulations. This position is responsible for performing monitoring activities for the enterprise to ensure compliance within customer operations and is required to operate cross-functionally and in areas with ambiguity and complexity from both legal and political frame of reference. Additionally, this position will be responsible for data analysis and reporting related to customer operations outside of compliance as required.

Responsibilities Examines and evaluates the integrity of operational information. Prepares complex computer-generated reports and analyses. Develops relationships and partnerships with the customer operations business units impacted by the compliance sector and is seen by the business units as a valued go-to resource for compliance questions and concerns. Develops working knowledge of the business processes and IT applications that support those business processes. Keeps abreast of the changing compliance and regulatory landscape within customer operations. Drafts compliance analysis and trend documents along with compliance communications to ensure that customer operations initiatives and status are communicated. Develops compliance documentation, monitors progress, and reports on progress. Assists in developing metrics and drafts policies and procedures, corrective action plans, and compliance reports for the Customer Operations and REC leadership teams. Prepares monthly and quarterly reports and presentations for distribution including management responses. Maintains current records of all documentation and compliance reporting.

Qualifications 4+ w/Bachelor’s degree 4+ years experience in a contact center or customer service role; Associates or Bachelors degree preferred Strong organizational/time management skills Detail-oriented; flexible and creative Analytical and problem-solving skills Ability to navigate various plan details and system process procedures Ability to make effective recommendations to develop methods and procedures that improve department’s effectiveness and efficiency Strong interpersonal skills including the ability to effectively communicate and influence Ability to follow strict timelines and manage multiple tasks concurrently Knowledge of systems/client testing methodology Knowledge of Delta Dental products, policies, claims, and eligibility procedures and guidelines Ability to maintain confidentiality Must be able to work independently, diligently and efficiently with limited direction and instruction.