Senior Customer Experience Liaison

Aetna   •  

Fresno, CA

Industry: Healthcare


5 - 7 years

Posted 58 days ago

This job is no longer available.

The liaison role will be a key member of our benefits service delivery team spanning across our service center and client services team. The role will be a key driver in representing the voice of the customer across all service towers. The ideal candidate will have deep core HW knowledge and an equally matching expertise in service center delivery operations. Exceptional communication skills and ability to navigate and influence change across a highly matrixed organization is a must. Ability to work and thrive in a high growth and rapid change environment is key!

This role is available to sit at one of three office locations with no preference to any - Chicago IL, North Point NC, or Fresno CA.

Fundamental Components:
-Educating Client Services on Service Center process/procedures/expectations
-Identify and drive service delivery process improvements
-Represent the voice of the customer in every interaction across our delivery teams
-Educating Service team members on client expectations, commitments, SLAs, PGs, etc.
-Educate and drive to standard core service delivery model
-Participating in internal and external client meetings as needed
-Researching trends to identify root cause and work with Service Center and/or CS team on strategy and solution(s)
-Analyze data and trends to drive change
-Identify opportunities for process and technology enhanced solutions
-Drive domain expertise across the service center
-Coach and mentor service center personnel
-Work directly with service Center Operations Leader and COE lead to improve employee and client experience
-Assist with development of CSR training materials and modifying CS and Service Center workflows revision of portal instructions/text for better clarification, etc.
-Monitor client SLAs / PGs to ensure bswift meets contractual obligation
-Assist CS team and Client to understand SLA reporting results Client OE Planning (i.e., communications, timelines, training, staffing, overall delivery)
-Support Service Center supervisor in client implementations, training, coaching and auditing others work
-Support new prospective client meetings
-Manage 5 to 10 client alignments

Results driven leader with 5 years experience in benefits administration, client delivery and implementations, people management, training and service center operations.

The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.