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T4 - Lead - Customer Support

T4 - Lead - Customer Support

Strada

2 - 6 years

50 - 60 Lacs

gurugram

Posted:3 days ago| Platform:

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Skills Required

administration payroll change management project management customer support account management microsoft business intelligence analytics data entry

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Associate Account Manager serves as a specialized administrative extension of the Account Management team in support of the client.

The Associate Account Manager is dedicated to helping the Account Management Team ensure the client s needs, requests and questions are taken care of within the scope of Alight Leave Solutions services. The position is responsible for submitting tickets, researching inquiries, provision of claim-related data and reports, and inquiry resolution for clients. The Associate Account Manager does not provide counsel or input on a client s employment-related decisions. This role may be located at an India location.

ESSENTIAL FUNCTIONS:

Support s Client LeavePro and or 360 system acceptance testing
Assists in researching client inquiries related to Disability and Leave of Absence, including claim and leave specific questions
Research and investigate technology issues, including managing file feed escalations, submitting tickets, and following through to resolution
Monitor roster files and manage dropped employee tracking process
Recommends process improvements and ways to streamline (after vetting with Account Executive and Operations) and follows change management approval process.
Serves as a resource for the account management team and acts as a Leave Solutions subject matter expert
Assist with work orders, user testing, etc
Submit new report requests
Delivers weekly, monthly, quarterly, and ad hoc reporting to client as needed
Partners with Account Executive, Operations, and/or Business Intelligence to deliver analytics for weekly, monthly, and quarterly reports as needed
Performs a variety of administrative duties in support of the client as well as the Account Management team with a high level of attention to detail
Maintains all related documents, files and legal requests with a high level of confidentiality and professionalism

OTHER DUTIES:

Attends department meetings and company meetings as required
Takes ownership for assigned project work with guidance from Account Executive / Account Director
Collaborates with Account Executive and Account Manager to help facilitate resolution of issues between clients and the appropriate internal partners on tactical initiatives

Partners with internal Account Management team, Client Benefits/Absence Management Team to meet client needs

Skills

Demonstration of diplomacy, good judgment, professionalism, critical thinking, analytical skills and the ability to handle confidential information
Excellent communication skills (oral/written)
Demonstrates introductory knowledge of Disability Management, FMLA, and Workers Compensation and Payroll
Working knowledge of internal systems, including but not limited to; LeavePro, 360, Jira, NXT, Self -Service Portal and reporting across other applications and platforms
Strong interpersonal communication skills and a positive attitude
Well organized, able to multi-task and identify priorities
Project management experience preferred
Multi-tasks and identifies competing priorities. Hits target dates
Proficient computer skills in data entry and attention to detail
Microsoft Word and Excel intermediate level experience
Supports departmental initiatives and other duties as specified

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T4 - Lead - Customer Support