Sr. Specialist, Partnership Support

Primary Role

The Sr. Specialist, Partnership Support will be responsible for completing the day-to-day operations of the Partnership Support team. This includes ensuring the timely and accurate processing of Partnership files, Partnership verification inquires and Partnership quality audits. This position will review, analyze, and resolves Partnership file issues as well as customer service Partnership inquires. This position will process all tasks relating to daily, weekly, and monthly quality assurance auditing. This position requires a strong attention to detail with experience in financial transactions, ensuring adherence to all proper best practices on Partnership contract enrollment/cancellation and adjustment processes while providing an excellent customer experience. This role will directly support the department supervisor, assuming supervisory tasks when required.

Key Accountabilities

• Develop and maintain current knowledge of New York City, Orlando, Nashville, Vertex, AW-SAP Partnership processes and trends
• Participate proactively in the team’s operational and metric reporting to increase productivity, increase efficiency, and provide timely and accurate enrollment and cancellation processing
• Ensure enrollment and cancellation processes performed in compliance with defined processes and controls
• Perform timely and complete audit of exception reporting and identify anomalies involving customer enrollment and cancellation data
• Prepare monthly Partnership aging reports for processing
• Communicate across departments in a timely manner, participate in providing feedback/updates to the Contact Center Training department, and work with IT to improve operational efficiencies
• Lead Subject Matter Expert of Dynamics CRM and AX and supporting Partnership operations applications for enrollment/cancellation/adjustment processing
• Participate in reviewing requirements, data mining, and testing to ensure optimal solutions by collaborating with core teams challenging the status-quo to effectively solution to ensure limited risk to the business
• Participate in providing use cases and accurate feedback to capture clear and measurable metrics or Service Level Agreements to ensure Partnership Support tasks and transactions are completed timely, accurately, and consistently
• Provide strong communication across the Partnership Support team through performance and active participation to identify and enhance operational processes
• Work cross functionality to align processes as one HOS
• Assist and/or review Partnership Enrollment, Cancellation, Exception Reporting processes in detailed and templated Standard Operating Procedure format for consistency, accuracy, and integrity
• Responsible for taking proactive approach in daily tasks and responsibilities
• And/or other duties as assigned by supervisor or manager to support the business

Knowledge/Skills

• Key contributor in testing, training and documentation relating to systematic and operational procedures
• Key contributor or equivalent experience specifically relating to Partnership contracts
• Strong time management skills to ensure deadlines are met without compromising on quality of work performed
• Strong analytical skills and initiative to seek understanding of existing operational and systematic processes to improve and enhance overall productivity and customer experience
• Well organized with strong attention to detail, effective written and verbal communication skills
• Excellent relationship building and strong customer service orientation
• Self-starter, creative problem solver, persuasive, thorough, and strong team player
• Ability to work independently (with minimum supervision), multi-task and have a collaborative work style with a strong desire to work in a dynamic, fast paced environment that requires flexibility and ability to manage multiple priorities
• Actively participate in training and documentation to ensure peers are cross trained in duties as backup in respect to best practice, controls, and segregation of duties
• Strong Excel skills and proficiency in Word, Visio, and PowerPoint
• Dynamics CRM, Dynamics AX, SAP, AWD, Noetix Reporting, Oracle, ETS, CCPP, PNC, and Agent Desktop a plus

Experience/Education

• Associates degree in Business, Finance, Accounting, or related program is preferred or equivalent experience
• 4+ years background of processing daily operational tasks and reporting
• 4+ years of experience in contract enrollment and cancellation processing
• 4+ years progressive experience in Contract Operations, Customer Service, Accounts Receivable, Accounts Payable or Billing
• Performance of internal controls specific to a transactional functional area such as contract enrollment and cancellations
• Data analysis, problem identification and resolution
• Collaboration with cross functional departments
• Multi-tasking multiple initiatives and meeting deadlines that comply with business initiatives while maintaining the existing customer experience
• Identification and implementation of process improvements

Travel Requirements

• 0 – 5%. The incumbent may be required to travel. Trips may require air travel and/or overnight stay away from home for one or more nights

Work Environment

• Office

Competencies