Operations Support Analyst

Overview

Summary of Responsibilities:

Reviews, researches and initiaties follow-up on several field office financial reports related to balancing field office cashbooks on a daily basis and office bank accounts on a monthly basis as outlined by NAIC and Model Audit Rule requirements. Maintains updated and thorough notes on follow-up and processing documentation per audit guidelines.

Analyzes incoming requests and coordinates between field offices and various Home Office departments to resolve discrepanices and overlooked or mishandled requests. Supports efforts to maintain daily office operations.

Researches policy case information to approve or reject field office requests to issue premium refund checks for amounts greater than established limits in accordance with company guidelines.

Serves as subject matter expert of Agency-specific systems impacting client service, Field Office operations and Cashbook functionality. Participates in system testing and project meetings as needed.

Acts as a Liaison with Client Relationship Center to support the Agency Service Call Expansion program and resolve AOS issues with calls and technology associated with the customer interactions. Works with minimal supervision and is responsible for making an established range of decisions, escalating to management when necessary and providing updates on a regular basis.

Responsibilities

Position Responsibilities:

• Collects, reviews and tracks various financial reports to ensure office cash and open items are balanced on a daily basis. Confirms accuracy or researches to resolve discrepancies; records progress per auditing requirements. Works with both field and Home Office associates to research, resolve and report discrepancies. Maintains related office monitoring process manual per Auditing guidelines.

• Analyzes monthly open item reports and coordinates efforts between field offices and Home Office associates to clear old open items and outstanding NSF checks. Researches and reports on data as requested and as related to auditing, compliance or anti-money laundering investigations. Processes journal vouchers and cost receipts for appropriate billing charge backs.

• Monitors various workflows within Customer First Platform and Department Email account for processing; identifies errors and proactively provides necessary feedback or coaching. Triages requests to appropriate departments for handling.

• Creates, maintains, analyzes, and distributes daily and monthly reports to management, various Home Office departments and field offices as appropriate, including communication related to new hires, terminations, associate birthdays, anniversaries and year-end holidays as well as specific coaching or escalated client needs.

• Coordinates office inspection closure, relocation and remodeling needs to support daily operations including FedEx and USPS mail routing, call routing needs, packing and shipping.

• Facilitates transfer of client accounts between field offices and between field and Home Office. Makes manual corrections to transfer data spreadsheets or by manually keying overrides to correct discrepancies between BACC and MDOCS systems; includes office closure and whole book transfer files.

• Researches issues related to customer service calls and collaborates with the Client Relationship Center to resolve any second-level requests or issues.

• Supports rollout of new equipment or technology, including user acceptance testing and tracking results.

• Receives and resolves inquiries from field offices related to forms and marketing materials inventory to ensure stock of materials follow current edition dates and compliance guidelines. Prepares and distributes updated lists or marketing material inventory to field associates on a monthly basis.

• Monitors training completion reports from internal and external portals updating appropriate managers and training team frequently.

• Performs other duties as assigned by management.

Qualifications

Selection Criteria:

• Demonstrated proficiency and experience working with databases, spreadsheets and numerical data.

• Proven experience managing multiple duties and completing duties by identified deadlines.

• Demonstrated strong attention to detail with excellent organizational skills. Must cite examples of organization and time management methods used to prioritize demands.

• Demonstrated experience maintaining a calm and professional demeanor when handling demanding situations.

• Proven ability to convey information in a clear, focused and concise manner while expressing or exchanging complex information via written and verbal communication methods. Communications include providing support to a remote workforce.

• Demonstrated ability to record and deliver information, to explain procedures, to follow oral and written instructions, and to communicate effectively and efficiently. Must have the ability to read and prepare a variety of correspondence, reports and forms using prescribed formats. Possesses proficient proofreading skill with strong understanding of grammar, punctuation and spelling proficiency.

• Proven ability to apply principles of logical thinking to define problems, collect data, establish facts and draw valid conclusions.

• Demonstrated experience adapting and demonstrating flexibility associated with changes to policies and procedures.

• Proven examples of consistently meeting productivity and quality goals from work experience.

Work Setting:

• This position works in an office setting and remains continuously in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.

• This position requires continuous keyboarding work, requiring the ability to make repetitive motions of the writsts, hands and/or fingers.

Educational Requirements:

• High school diploma/GED.

Computer Skills and Knowledge of Hardware & Software Required:

• Proficient in MS Office Suite including word processing, spreadsheet and database/report writing applications.

• Proficient in using web-based software applications.

Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.):

• None required.

Position Demands:

• Extended hours required during peak workloads or special projects.

• Occasional travel required.