Business Analyst I
About The Position
The Business Analyst provides functional and analytical support for requirements validation, system design, financial activities, and program reporting. This role develops and updates project deliverables and system documentation, supports online and batch functionality, creates database queries and reports, and helps oversee a newly implemented payment plan program. This role offers the opportunity to apply business analysis, operational reporting, process improvement, customer service operations, payment plan administration, and data analysis skills to a growing program. You will partner with cross-functional teams and help improve program performance, service delivery, and customer experience.
Requirements
- Have 5+ years of experience working in customer service contact centers.
- Have 2+ years of experience working as a business analyst or systems analyst.
- Ability to develop and execute system test scripts and document test results.
- Experience developing use cases and designing screens.
- Experience creating logical process flow diagrams.
- Ability to perform and present root cause and downstream effects analysis.
- Knowledge of project life cycle.
- Able to complete research and report on findings.
- Skill and confidence in leading design discussions with users.
- Clear communication, particularly written communication.
- Ability to communicate between users and technical team members.
- Proficiency with MS 365 (Outlook, Teams, Word, Excel, PowerPoint).
Responsibilities
- Gather, analyze, document, and validate business and functional requirements.
- Translate business needs into system specifications, business rules, process flows, and system documentation.
- Support system analysis, design discussions, interfaces, database queries, reports, and project deliverables.
- Create and execute test cases and scenarios, document results, and assist with system issue resolution.
- Monitor and report on payment plan performance, operational volumes, customer behavior, quality, and efficiency.
- Review payment, reversal, and posting activity to help ensure accurate processing.
- Track Call Center, WIC, Service Request (SR), and correspondence volumes.
- Coordinate staffing needs with management and escalate operational or program issues as needed.
- Coach team members to support customer service excellence and assist with training when requested.
- Support program activities, temporary fixes, process improvements, and updates to standard operating procedures (SOPs).
Benefits
- Health and Welfare Benefits
- Retirement Savings
- Employee Discounts
- Career Growth Opportunities
- Paid Training
- Paid time off
- health insurance coverage
- voluntary dental and vision programs
- life and disability insurance
- a retirement savings plan
- paid holidays
- paid time off (PTO) or vacation and/or sick time
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
