Position Overview

The Client Support Analyst serves as a partner to the Client Services team members, by assisting with all aspects of servicing and retaining clients, ensuring consistent client satisfaction, building relationships, and contributing to the overall success of our client relationships.  

As a key partner, this role is responsible for supporting our Client Services team by ensuring client related information is kept up to date and clearly documented, providing accurate and timely reporting, assisting with client-related projects, collaborating with multiple departments to aid in providing resolution to client related escalations, and contributing to the growth and retention of our clients. 

Essential Job Functions

• Create and repair reporting, analysis, and presentations for client business reviews and on an as needed basis; provide feedback on potential improvements as appropriate.
• Maintain consistent and up to date client program and process documentation, providing enhanced clarity where possible.
• Create documentation in alignment with company standards as new processes are developed as well as where existing processes are lacking documentation and submit for review and approval.
• Provide support in updating systems and other tools with relevant client information ensuring all information is accurate and current on an ongoing basis.
• Assist in reviewing and entering exception requests, including but not limited to assessment of appropriate contextual requirements for a client to review for potential approval and with an understanding of client trends of approvals.
• Assist Client Service Manager(s) in obtaining information necessary for responses to escalations, anticipating what information is required for the Client Service Manager to bring the escalation to appropriate resolution.
• Research client billing questions and relay information to Client Service Manager or client if directed.
• Provide support, and manage as directed, special projects for the Client Services Team
• Complete reporting for Client Services Team leadership on a regular and as needed basis
• Partner with Client Service Manager(s) in a support role to build client relationships with key clients and ensure the success of the overall management of the account. This includes but is not limited to: participating on client calls, assisting with RC client specific training, interpreting and answering questions on client policy taking into consideration both documented client policy and undocumented client trends and knowledge of the client, providing input on processes as requested, and documenting client communication.  
• Provide coverage for other Client Services team members, including peers as well as Client Service Manager(s)
• Adhere to procedural and quality standards, including thorough and accurate documentation, protocols, and analysis. 
• Utilize planning, prioritizing, and organizational skills to ensure timely deliverables and high levels of quality. 
• Participate in professional development opportunities to gain and stay up to date with industry best practices.  

Other duties as assigned

Educational, Experience, and Licensing Requirements

• Associate degree in business or related field plus a minimum of 2 years of business support experience or equivalent combination of education and experience
• Strong proficiency with Excel, PowerPoint, Word, MS Teams
• Tableau experience preferred. 

Other Qualifications

• Exceptional computer and technical skills
• Strong communication and interpersonal skills
• Analytical mindset for data analysis and reporting 
• Strong team player with a collaborative mindset
• Attention to detail and organizational capabilities.
• Accountability to achieve service commitments and ability to deliver results under tight timelines. 
• Experience in customer service and basic business acumen
• Ability to travel. 
• Eagerness for continuous professional development and tech related solutions

Physical Requirements

This position is considered light duty with frequent phone and computer use