Account Resolution Specialist Level I at MYRIAD SYSTEMS INC – White Plains, New York

Job Title: Account Resolution Specialist – Level One

Reports to: Head of Account Services

Supervises: N/A

Position Summary:

The Account Resolutions Specialist- Level One serves as the first point of contact for client account inquiries either by phone, email or text messages. This role is critical in ensuring that client needs are quickly identified, triaged and prioritized.

The Specialist will assess the nature and urgency of each request, assign the designated Service Specialist to the ticket, proactively inquire about the nature of the request to see if it is an easily solvable issue that resides within their tier while on the phone with the client, complete intake worksheets, and escalate more complex issues to the appropriate internal teams for resolution.

A key aspect of the position is maintaining clear communication with clients throughout the process to ensure their concerns are addressed effectively and in a timely manner. This position requires strong problem-solving skills, the ability to manage multiple priorities, and a focus on delivering an exceptional client experience.

Key Performance Areas & Performance Measures

Phone Calls, Group Inbox Monitoring & Ticket Distribution/Assignment (50%):

• First point of contact to receive client calls, assess needs, troubleshoot issues within their skill set, issue tickets and assign tasks to other members of the Account Services team.
• Ownership of the Account Services group inbox, maintaining it clean and orderly by acknowledging receipt of requests, sending follow-up emails, and ensuring that all applicable tickets are updated with any messages coming in via email, tags, texts, or calls.
• Tracks, highlights, and follows any service tickets that are greater than 8 days old.
  

Resolution of Tier One Service Tickets and Submission Analysis (20%):

• Ensure accurate, swift, and professional resolution of client tickets defined to reside within the Level One Service Tier.
  

Administrative Support for Ticket Resolution (20%)

• Department expert on all deal documents and how they relate to Account Services.
• Monitoring of call logs to ensure either completion of data or translation of data into service tickets.
• Upload needed documents for Closures, Rate Reviews, Save Accounts and any needed resources for tickets of all levels.
  

Research, Metrics Tracking, Administration & Reporting (10%)

• Maintain daily, weekly, and monthly metrics as assigned by the Head of Account Services.
• Prepare assigned statistical analysis reports detailing percentage of escalation tickets to each level.
• Conduct background research requested by the Head of Account Services that will be used to improve workflows and Quality Improvement measures.
• Perform assigned Quality Assurance audits of ticket documentation, resolution, forms entered on Subscription/Refund Boards, or any identified data points.
• Perform background research and collect all documents related to Rate Reviews as well as assist with Save Accounts to present to decision makers. Will also assist in any other research needs as directed by the Director of Clinical Operations.

Minimum Qualifications:

Education:

• Associate degree or equivalent experience; experience in business, payment processing, or a related field preferred.

Experience:

• 1+ years in customer service, payment processing, account management, or a related field, with experience handling escalated issues.
• Able to create, triage and assign tickets. Ensure all tickets are documented thoroughly and updated regularly.
• Ability to manage multiple priorities in a fast-paced environment
• Good communication skills: Able to explain complex resolutions in an easy-to-understand manner to build trust and confidence.

Competencies:

Customer Service Excellence – Demonstrates professionalism, patience, and empathy when addressing client inquiries implementing the Myriad Systems ELR strategy – Empathize, Localize Strategize. Maintains a client-focused approach to deliver timely and accurate resolutions.

Product Knowledge – Comprehensive knowledge of products and services offered, including features and pricing. Ability to recommend appropriate solutions to meet customer needs.

Compliance Knowledge – Extensive understanding of general and department-specific regulations. Serves as a compliance resource for the team.

Sales & Service – Guides the team to achieve goals while ensuring excellent customer service. Maintains professional communication and positive customer relationships.

Teamwork – Builds morale and fosters team collaboration toward shared objectives. Welcomes feedback and supports a team-focused approach to success.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Strength- Employee must be able to stand and/ or sit for periods of time while waiting on customers. Employee may be required to walk, reach, lift, carry and bend. This job also requires the ability to lift and/or move up to 15 lbs. Occasionally, may need to lift more than 15 lbs.

Finger Dexterity- Employee will have to use fingers to make small movements, such as typing, picking up small objects, or pinching fingers together.

Talking- The ability to convey information accurately by speaking to customers and other employees

Hearing- Able to hear average or normal conversations and receive ordinary information.

Visual Abilities- Specific vision abilities used by this job are close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

*Employer reserves the right to change this job description at any time, should business needs arise.*