Job details
Job type full-time
Full job description
Img is committed to creating a diverse environment and is proud to be an equal opportunity employerAll qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.
As one of the world`s top international medical insurance companies, img helps individuals and companies of all sizesEvery second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind®
We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for travelers.
Job details
Location: flexible - physical office location is indianapolis, in for in office or hybrid schedulesThis role could be remote for the right person too - as long as you can travel to one of our offices for training!
Relocation expenses reimbursed: no
If us based, qualified candidates must be legally authorized to be employed in the united statesImg will not be providing sponsorship for employment visa status (e.g., h-1b or tn status) for this position.
Job summary
Img’s service delivery analyst is responsible for supporting design and implementation of solutions to deliver servicesThe scope of this role is to support end to end img’s travel products with a primary focus on itravel; this includes all processes related to contact centre, policy administration, claims administration and digital customer journeyImg’s service delivery analyst is expected to have a focus on customer journey as well as operational efficiency, they work coordinating multi-departmental efforts to continuously improve the deliver of servicesA successful sda has the ability to collaborate on design projects iteratively in an agile, fast-paced environment.
Duties and responsibilities
Telephony solutions, maximize technology to route customers to the appropriate party in the most possibly efficient way.
Review and analyzes telephony data to identify outliers and opportunities to improve call efficiency, handle times and customer satisfaction.
Supports the design of solutions to push information regarding the customer profile, the information that needs to be gathered and most likely needs of the customer are the responsibility of the sda
Support any implementations towards cti integration to our crm or leverage data available to identify customer and likely needs (i.eLeverage callerid to identify a recurrent caller and present relevant information to the customer service representative)
Supports crafting of messages in service correspondence including claims, policy services and assistance communications.
Converts complex policy wording into simple effective messages for customers
Responsible to support the design and implementation of solutions to make more efficient the consumption of customer data
Supports digitalization of incoming customer request inclusive of claims with the goal to minimize manual data entryExamples: leverages ocr to convert image to data, leverage automated translation solutions for foreign languages
Supports implementation of better data validation and business rulesExamples: leverages known logarithms or logic to build business rules, leverages external party apis to validate data points such as customer banking/telephony/postal
Maximize onbase utilization to generation the most possibly efficient configuration and flow of data within the organization.
Constantly evaluates business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions
Meets with stakeholders and other business representatives to elicit requirements and propose solutions.
Creates, evaluates and updates documentation for client needs, program functions, and steps required to develop or modify software.
Acts as a technical resource and mentor to other team members and may lead and direct the work of others.
Qualifications
At least 8 years of experience in designing/engineering service delivery solutions, scripting customer interactions or managing teams delivering services related to travel or insurance industries
Ability to multi-task and prioritize/complete projects in a timely manner.
Excellent comprehension skills and highly organizedExceptional written and verbal communication skills
High attention to detail with an analytical mindsetInquisitive with strong problem solving skills
Collaborative team member with a positive attitude
Preferred skills
Experience working in a travel insurance industry, a plus but not required
Exposure to understanding of nlp and machine learning technologies
General interest in gaming, software, and or hardware
Perks
Comprehensive benefits package including medical/rx/dental/vision insurance
401k plan with company match
Paid time off
Free employee parking
On site fitness center
Casual dress environment
Tuition reimbursement plan
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