Resolution Analyst

Aon Corporation•Alpharetta, GA

5d•Hybrid

About The Position

Aon is looking for a Resolution Analyst to handle benefit, enrollment, and cancellation related escalations received from call centers. The role involves assisting clients' customers with these issues, meeting production and quality expectations based on client contractual requirements. This is a Hybrid position requiring 3 days in the Alpharetta, GA office. Aon Integramark, a division of Aon, administers debt cancellation services for the U.S. lending industry, protecting various consumer indebtedness. Aon is a global leader in risk management, insurance, human capital consulting, and outsourcing. As a Resolution Analyst, you will handle incoming and outgoing phone calls to assist customers with the benefit, cancellation, and enrollment process. This requires active listening, addressing customer questions and complaints, and providing accurate responses. Aon is committed to helping colleagues and clients succeed in an inclusive and trusting environment.

Requirements

At least 1 year of industry-specific experience in debt cancellation/benefits area or like industry
Customer service experience
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

Nice To Haves

Bilingual preferred
Associate/Bachelor degree preferred

Responsibilities

Handle incoming and outgoing phone calls to/from customers to assist in facilitating the benefit, cancellation and enrollment process.
Listen to customers, address all questions or complaints, and provide an accurate response.
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.
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.
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.