ELYON International · 2 days ago
Customer Integration Analyst-Remote
United States
Full-time
Remote
Mid Level
$30/hr - $30/hrELYON International is seeking a Customer Integration Analyst to manage technology implementation efforts across an assigned territory. This role acts as a key liaison between internal teams, external technology partners, and clients, ensuring smooth integration of insurance products.
Enterprise SoftwareInformation TechnologyProject ManagementService Industry
Responsibilities
Act as the primary technology contact and technology coordinator for implementation projects
Provide responsive support on all cases within 1 business day. This includes before, during and after enrollments is completed. Respond to all emails within 1 business day even if just to acknowledge receipt
When receiving an email for another person\team the expectation is still to respond within 24 hours with redirects and soft handoffs
Review, accurately complete, and provide status updates on required reporting within the requested timeframe
Reports should be reviewed daily to effectively manage project, identify new projects and new tasks, and to ensure nothing is missed or delayed
Requests to update reporting should be completed within one business day, unless given a different timeframe at the time of request
Appropriately manage Salesforce steps for projects to ensure that work is routed timely and appropriately to internal partners for completion
Review ETS OE Requests in Salesforce
Maintain intake SLA for all case implementations within 2 business days of being marked “Ready for ETS”
Thoroughly review all required case setup documents to ensure accuracy and report any missing/incorrect items back to the SSAM in Salesforce
It is a requirement the TIC ensure there is always a date in the Project à Details à Enrollment Details à “Enrollment Platform Ready Date” field
This date should be adjusted to the logical date implementation can be ready. Work with your manager on this item if not clear what date to use on any given project
Document any technology case specifics where needed in Salesforce in chatter and/or notes
Create & Send IP on New & Change projects where applicable
5 business day SLA to send completed IP to client. 5 days after any missing SSAM items are provided
Build and communicate product specifications to platform vendor supporting the employer
Have extensive knowledge base of the company file specs
Upload all IPs to the Files section of the Salesforce project
Upload IP and any information used to build out IP to Case Folder in SDF
Peer Review all IPs. After Peer Review, send all National Account IPs to NAM for their peer review
Review Build & Collect QA Items. Receive QA approvals on applicable projects
Provide case build review materials to QA and Actuary teams for system approval
TIC should do an initial review of all QA materials prior to sending project to the QA team to ensure all requested items are present
TIC ensures all required fields in Salesforce are completed accurately prior to sending project to the QA team. Including but not limited to Product Underwriting, EOI Collection Method, and Enrollment Form Number fields
Ensure ‘AB Certified’ products are correctly identified
Be responsible for resolving QA issues
Be responsible for getting QA approval from Compliance and Actuary for every project where applicable
Setup SFTP’s for new incoming file routines as needed
Problem solve SFTP setup issues and SFTP issues sending initial file
Hand-off test files to the assigned IPA as well as document hand-off in SF
Chatter to IPA with file location
Update File status and “received date” under each Product à ETS Details section
Help to ensure IPA received Prod files after Test files
Act as an internal consultant to other teams regarding issues outside of active projects
This means to help other teams solve problems when they come to us regarding electronic enrollment items
For example, if SSAM Service\Support team comes to you about some issue that appears to be caused by the implementation build, see what we can do to help solve the problem. That might even involve sending an updated IP to the client with corrected build requirements
Another example, would be some kind of EE Nav problem caused by incorrect case setup. Help the Service person communicate with the broker how to update & correct the case
The key is to work in conjunction with the other team. While they retain accountability and responsibility on their Service Now ticket, the TIC works with them in a “consulting” role to help resolve the problem
Follow the 3-step escalation procedure
On the 3rd attempt escalate and pull in your manager
You do not have to wait until the 3rd attempt, but you must escalate by the third attempt
Pull in your manger on any projects that start dragging out for months. No specific hard line when to do this, just pull in a manger to help document the timeline when a project is dragging out
Identify gaps in TIC processes to improve the customer experience and make recommendations to prevent them
Collaborate with cross functional departments to effectively recognize and solve case level enrollment strategy issues and corporate initiatives
Ongoing technology partner management – Documenting and providing of information to Technology Partnership team
Ensure that documentation for the system and/or processes the TIC area owns/supports is comprehensive and adequately maintained within the TIC team OneNote
Contribute to the TIC OneNote project this year
Build partnerships with AB sales representatives to provide thorough customer updates, broker feedback and other pertinent action items that impact sales effectiveness
Qualification
Required
Minimum Experience: Experienced
Act as the primary technology contact and technology coordinator for implementation projects
Provide responsive support on all cases within 1 business day
Review, accurately complete, and provide status updates on required reporting within the requested timeframe
Appropriately manage Salesforce steps for projects to ensure that work is routed timely and appropriately to internal partners for completion
Review ETS OE Requests in Salesforce
Create & Send IP on New & Change projects where applicable
Review Build & Collect QA Items
Setup SFTP's for new incoming file routines as needed
Act as an internal consultant to other teams regarding issues outside of active projects
Follow the 3-step escalation procedure
Identify gaps in TIC processes to improve the customer experience and make recommendations to prevent them
Collaborate with cross functional departments to effectively recognize and solve case level enrollment strategy issues and corporate initiatives
Ongoing technology partner management
Ensure that documentation for the system and/or processes the TIC area owns/supports is comprehensive and adequately maintained within the TIC team OneNote
Build partnerships with AB sales representatives to provide thorough customer updates, broker feedback and other pertinent action items that impact sales effectiveness
Superior Communication Skills
Adapt to daily changes
Fluent in Microsoft applications
Education/Experience: Bachelor's in a related field or equivalent work experience
Preferred
Medical/Dental (optional)
401 (k) Retirement Plan (optional)
Employer Paid Short Term Disability
Optional Life Insurance
Benefits
Paid sick leave
Medical/Dental (optional)
401 (k) Retirement Plan (optional)
Employer Paid Life Insurance
Employer Paid Short Term Disability
Optional Life Insurance
Company
ELYON International
Elyon International is an IT solutions and management consulting company.
Founded in 1997
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Brenda Smith -
Chief Marketing Officer
Company data provided by crunchbase