Customer Integration Analyst

We're seeking a Customer Integration Analyst to manage technology implementation efforts across an assigned territory. This role acts as a key liaison between our internal teams, external technology partners, and clients, ensuring smooth integration of our insurance products.

Once the Salesforce team finalizes a sale and confirms the selected technology partner, the Customer Integration Analyst will verify the feasibility of the implementation. From there, they will lead the end-to-end coordination of the integration process, including assembling and managing all implementation components such as product details, client information, and rate structures.

The Analyst will then deliver the complete implementation package to the technology partner for site development. Upon site readiness, the compliance team will be engaged to finalize the process.

• Act as the primary technology contact and technology coordinator for implementation projects.
• Provide responsive support on all cases within 1 business day. This includes before, during and after enrollments is completed. Respond to all emails within 1 business day even if just to acknowledge receipt.
• When receiving an email for another person\team the expectation is still to respond within 24 hours with redirects and soft handoffs.
• Review, accurately complete, and provide status updates on required reporting within the requested timeframe.
•  Reports should be reviewed daily to effectively manage project, identify new projects and new tasks, and to ensure nothing is missed or delayed.
• Requests to update reporting should be completed within one business day, unless given a different timeframe at the time of request.
• Appropriately manage Salesforce steps for projects to ensure that work is routed timely and appropriately to internal partners for completion
• Review ETS OE Requests in Salesforce
  - Maintain intake SLA for all case implementations within 2 business days of being marked “Ready for ETS”.
  - Thoroughly review all required case setup documents to ensure accuracy and report any missing/incorrect items back to the SSAM in Salesforce.
  - It is a requirement the TIC ensure there is always a date in the Project à Details à Enrollment Details à “Enrollment Platform Ready Date” field
  - This date should be adjusted to the logical date implementation can be ready. Work with your manager on this item if not clear what date to use on any given project.
  - Document any technology case specifics where needed in Salesforce in chatter and\or notes
• Create & Send IP on New & Change projects where applicable
  - 5 business day SLA to send completed IP to client. 5 days after any missing SSAM items are provided.
  - Build and communicate product specifications to platform vendor supporting the employer.
  - Have extensive knowledge base of the company file specs.
  - Upload all IPs to the Files section of the Salesforce project.
  - Upload IP and any information used to build out IP to Case Folder in SDF
  - Peer Review all IPs. After Peer Review, send all National Account IPs to NAM for their peer review.
• Review Build & Collect QA Items. Receive QA approvals on applicable projects
  - Provide case build review materials to QA and Actuary teams for system approval.
  - TIC should do an initial review of all QA materials prior to sending project to the QA team to ensure all requested items are present
  - TIC ensures all required fields in Salesforce are completed accurately prior to sending project to the QA team. Including but not limited to Product Underwriting, EOI Collection Method, and Enrollment Form Number fields
  - Ensure ‘AB Certified’ products are correctly identified
  - Be responsible for resolving QA issues
  - Be responsible for getting QA approval from Compliance and Actuary for every project where applicable.
• Setup SFTP’s for new incoming file routines as needed.
  - Problem solve SFTP setup issues and SFTP issues sending initial file
• Hand-off test files to the assigned IPA as well as document hand-off in SF
  - Chatter to IPA with file location
  - Update File status and “received date” under each Product à ETS Details section
  - Help to ensure IPA received Prod files after Test files
•  Act as an internal consultant to other teams regarding issues outside of active projects.
  - This means to help other teams solve problems when they come to us regarding electronic enrollment items.
  - For example, if SSAM Service\Support team comes to you about some issue that appears to be caused by the implementation build, see what we can do to help solve the problem. That might even involve sending an updated IP to the client with corrected build requirements
  - Another example, would be some kind of EE Nav problem caused by incorrect case setup. Help the Service person communicate with the broker how to update & correct the case.
  - The key is to work in conjunction with the other team. While they retain accountability and responsibility on their Service Now ticket, the TIC works with them in a “consulting” role to help resolve the problem.
• Follow the 3-step escalation procedure.
  - On the 3rd attempt escalate and pull in your manager.
  - You do not have to wait until the 3rd attempt, but you must escalate by the third attempt
  - Pull in your manger on any projects that start dragging out for months. No specific hard line when to do this, just pull in a manger to help document the timeline when a project is dragging out.
• Identify gaps in TIC processes to improve the customer experience and make recommendations to prevent them.
• Collaborate with cross functional departments to effectively recognize and solve case level enrollment strategy issues and corporate initiatives.
• Ongoing technology partner management – Documenting and providing of information to Technology Partnership team.
• Ensure that documentation for the system and/or processes the TIC area owns/supports is comprehensive and adequately maintained within the TIC team OneNote.
  - Contribute to the TIC OneNote project this year
• Build partnerships with AB sales representatives to provide thorough customer updates, broker feedback and other pertinent action items that impact sales effectiveness.

3 Top Skills:
-Superior Communication Skills
-Adapt to daily changes
-Fluent in Microsoft applications

Education/Experience: Bachelor's in a related field or equivalent work experience.

Benefits: 
Paid sick leave, Medical/Dental (optional), 401 (k) Retirement Plan (optional), Employer Paid Life Insurance, Employer Paid Short Term Disability, Optional Life Insurance.

ELYON International, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.