Financial Operations Client Analyst

Delta Dental of Washington•Seattle, WA

About The Position

In this role, you'll serve as the bridge between clients, their customers, and internal finance teams to ensure financial operations run smoothly and efficiently. In this role, you will play a critical part in translating business needs into clear technical and operational requirements while supporting ongoing process improvement and knowledge sharing across teams. You will also lead efforts as the first point of contact for client escalations, system, training, documentation, and performance tracking to help advance operational efficiency and cross-team collaboration. Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza believe everyone deserves good oral and overall health, with no one left behind. We succeed because of a shared commitment to a set of values that guide everything we do – for our customers, for our communities, and for each other. We are Accountable. We lean in with Courage. We stay Curious. We are Inclusive. We act with Integrity.

Requirements

3+ years of customer service, client support, account management, or financial operations experience.
Strong customer service and relationship management skills.
Experience supporting B2B customers in a finance, payments, banking, treasury, fintech, accounts receivable, or business operations environment.
Strong understanding of billing, invoicing, payment processing, reconciliation, and customer account management processes.
Proficiency with CRM, ERP, ticketing systems, and Microsoft Office applications.
Excellent communication, problem-solving, and stakeholder management skills.
Strong analytical and process improvement capabilities.
AA or BA degree or equivalent experience.

Nice To Haves

Experience supporting enterprise or strategic customers.
Knowledge of accounts receivable, treasury operations, payment networks, or financial services.
Experience with Salesforce, Microsoft Dynamics, SAP, Oracle, NetSuite, Workday, ServiceNow, or similar platforms.
Experience leading operational transformation or customer experience initiatives.

Responsibilities

Serve as a primary point of contact for clients and their customers regarding financial operations inquiries and service-related issues.
Act as an escalation resource for complex customer questions related to billing, payments, invoicing, account maintenance, and reconciliation activities.
Build and maintain strong relationships with client stakeholders and develop a thorough understanding of client business needs and operational processes.
Ensure prompt, accurate, and professional resolution of customer issues while meeting established service level agreements (SLAs).
Monitor customer feedback and service trends, providing recommendations to enhance the client experience.
Participate in client meetings, business reviews, and service discussions to identify opportunities for process improvements and operational enhancements.
Investigate and resolve payment discrepancies, transaction exceptions, and account-related issues.
Partner with Finance, Treasury, and Operations teams to support the accurate and timely processing of financial transactions.
Analyze recurring customer issues and recommend process improvements that enhance operational efficiency and customer satisfaction.
Support month-end, quarter-end, and year-end financial operations activities as needed.
Ensure adherence to internal controls, financial policies, compliance requirements, and established procedures.
Support the development and maintenance of service standards, operating procedures, training materials, and workflow documentation.
Analyze service metrics, case trends, and operational data to identify opportunities for continuous improvement.
Lead or participate in initiatives that improve efficiency, quality, scalability, and the overall customer experience.
Promote effective utilization of CRM, ticket management, ERP, and financial systems.
Share knowledge and best practices across teams to support consistency, operational excellence, and ongoing employee development.