Service Desk Analyst providing first line technical support for Capita customers. Log incidents and provide remote assistance while ensuring excellent customer service.
About the role
- Client Relationship Analyst in insurance managing a mid-complexity client portfolio. Focus on customer service, market studies, and continuous improvement.
Responsibilities
- Provide service to a portfolio of medium-complexity clients through in-person, telephone and/or digital channels, ensuring all clients are served promptly and accurately according to their needs.
- Deliver attentive customer service based on dialogue and understanding of needs, clarifying doubts and providing necessary information regarding coverage processes for insurable and non-insurable benefits.
- Assist clients with reimbursement requests and pre-authorization processes via in-person, phone and/or digital channels, ensuring effective reimbursement of expenses incurred for services received outside the provider network.
- Carry out procedures required for market studies by gathering data and information needed to complete quotation forms, in order to identify the best terms and options for the client within the renewal timeframe.
- Prepare reports and/or presentations with claims experience (loss ratio) indicators by organizing data and performing quantitative and qualitative analyses to provide clients with policy results.
- Identify opportunities for improvement through process mapping performed during operations and the application of procedures and workflows, suggesting actions that enable continuous improvement in customer service.
- Perform other related duties inherent to the role as required by the area’s needs and demands, including participating in training, professional development and guidance from the immediate supervisor to ensure continuous professional growth.
Requirements
- Bachelor’s degree in Business Administration, Human Resources Management or related fields
- Intermediate knowledge of Excel
- Experience in insurance with health and dental products, and knowledge of current ANS regulations (ANS – Brazil’s National Supplementary Health Agency)
- Customer focus, professionalism, collaboration, innovation, organization, resilience, logical reasoning and assertive communication
Benefits
- Meal and/or grocery allowance
- Transportation voucher
- Profit-sharing (PLR)
- Gympass
- Wellhub
- Day off
- Apoio Pass access for you and your dependents
- Discounts on personal insurance purchases such as auto, life, home and travel
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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