Resolution Analyst

Resolution Analyst

Aon is looking for a Resolution Analyst who will handle benefit, and enrollment related escalations received from our call centers. The Resolution Analyst is responsible for assisting our client's customers with benefit, cancellation, and enrollment related issues. There are production and quality expectations based on client contractual requirements. This is a hybrid (3 days in office) schedule, located in the Alpharetta, GA office.

As part of the role, the Resolution Analyst will handle incoming and outgoing phone calls to/from customers to assist in facilitating the benefit, cancellation and enrollment process. This will require the Resolution Analyst to listen to customers, address all questions or complaints, and provide an accurate response.

What your day will look like:

• Answer incoming calls and make outbound customer service calls
• Process escalated related transactions in a timely and accurate manner
• Review and analyze what documentation is needed to process an escalation
• Review daily follow-up status reports to prioritize and manage daily inventory to meet contractual service levels
• Ability to respond efficiently and accurately to customers and provide solutions and/or alternatives
• Engage in active listening with the customer, confirming or clarifying information, and defuse situations as needed
• Ability to maneuver through various systems while engaging with the customer
• Document details of customer's inquiries and/or complaints and the actions taken to resolve their issues in a comprehensible way
• Understand and strive to meet or exceed production and quality metrics while providing excellent and consistent customer service

Skills and experience that will lead you to success:

• At least 1 year of industry-specific experience in debt cancellation/benefits area or like industry
• Customer service experience
• Bilingual preferred
• Strong communication and listening skills
• Ability to multi-task and manage time effectively
• Write clearly, concisely, and effectively
• Strong analytical and problem-solving skills
• Maintain quality focus
• Ability to work independently and work well with others in a team environment
• Proficient in Microsoft Office Suite
• Ability to work virtually in an environment conducive to working virtually

Education: High School Diploma or GED is required, Associate/Bachelor degree preferred

How we support our colleagues:

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working! Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace. Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. People with criminal histories are encouraged to apply. We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard.

The salary range for this position (intended for U.S. applicants) is $40,000 to $45,000 annually. The actual salary will vary based on applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant's geographic location. Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues.