Prospect Engine LLC

Analyst

• Manage level 1 and above service requests and incidents from report to resolution
• Receive, prioritize, document and actively resolve end user help requests and incidents
• Triage requests and Incidents to ensure accurate transfers and escalation, per service level agreements (SLA)
• Track open tickets and monitor ticket progress per SLA, close ticket items when resolved
• Follow escalation and paging procedures to ensure SLAs are being met
• Provide support and services to users, seeking to resolve as many tickets as possible at level 1 and 2
• Provide support for issues related to password resets, MS Office, Windows, as well as some issues
• Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
• Provide a positive experience to users through meeting and exceeding customer expectations, and engendering confidence that tickets will be resolved
• Provide support for issues related to outages, attend bridges, create timelines and identify reoccurring issues
• Individual will be responsible to monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (1, II or III) while handling Incidents and requests that the Service Desk Analyst Support Group is unable to resolve
• Supervise and monitor staff
• Monitor daily quality in tickets and calls for assigned tour
• Will provide real-time Service Desk coverage to meet and exceed service level requirements, and end-user expectations
• May interact with network services, software systems engineering, and/or applications development to restore service and/or identify a problem and escalates and monitors until resolution of more complex problems to Service Desk Manager and Senior Level 3 Support
• Required to achieve and maintain a high level of technical skill in a specified field of expertise
• Reports to the tour Service Desk Manager

Service Desk Analyst

Client Services Representative

• Manage the servicing of the existing clients, including handling customer servicing inquiries and dealing with escalated payment issues
• Ensuring the timely collection of statements and other documentation necessary for servicing
• Follow all changing guidelines within the servicing process and applicable policies due to changes in requirements or recommendations by CFPB, FRB and other regulatory agencies
• Determine the reason for cancellation and best course of action to assist in retention
• Increase contact rate effectiveness
• Responsible for managing high volume of phone calls for a large customer base
• Extensive knowledge of the firm's product offerings

Call Center Representative

• Thorough understanding of plans, their benefits and features
• Educating callers in a conversational manner utilizing probing questions
• Handle inbound calls in a courteous and efficient manner while utilizing listening and comprehension skills and proper grammar
• Provide optimal caller experience by effectively utilizing all resources to ensure single call resolution
• Maintain our high standard of professionalism and conduct
• Acquire caller and enrollment related information and input all information into multiple tools while multi-tasking with accuracy
• Work closely with internal Medical Mutual of Ohio and external Consumer customers
• Accept feedback from Quality Analysts, supervisors, and other sources

Call Center Agent

Financial Planning and Analysis

• Join our dynamic Employee Benefits team in a pivotal support role
• Engage in daily data analysis and reporting
• Manage and meticulously review vendor reports to ensure accuracy
• Create comprehensive client-specific reports that provide valuable insights
• Participate in meetings to discuss findings and strategies
• Download monthly client experience reports from insurance carriers
• Review the source documents for accuracy
• Load source documents into the NFP file system
• Prepare financial and utilization reports for clients
• Assist Financial Consultants with report preparation
• Attend client meetings and perform follow-up on action plan items
• Build and maintain solid relationships with clients and carriers

Financial Analyst

Operations

• Managing day-to-day operations.
• Optimizing operational processes and procedures for maximum efficiency while maintaining quality standards.
• Assisting with the implementation of new processes and procedures.
• Identifying ways to improve customer experiences.
• Ordering supplies and maintaining inventory levels.
• Overseeing the operations team and assigning tasks.
• Training new employees and ensuring that health and safety regulations are followed.
• Interacting with customers and suppliers, answering questions, and resolving issues.
• Tracking and reporting on operational performance.
• Maintaining policy and procedure documents.

Support Operations Specialist

Account Executive

• Serve as the main point of contact in all matters related to client concerns and needs
• Build and strengthen client relationships to achieve long-term partnerships
• Maintain accurate client records, keeping track of any contract updates and renewals
• Work with sales and other internal teams to develop strategic marketing plans and ensure KPIs are being met
• Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to clients
• Handle inquiries and requests from customers and address their needs
• Stay on top of accounts, making sure they receive services that are within their budget and meet their needs
• Meet regularly with other team members to discuss progress and find new ways to improve business
• Generate progress reports for clients and senior leaders within the organization
• Identify upsell, cross-sell, and renewal opportunities and communicate with the sales team regularly

Human Resources

• Provide expertise on CBPS benefit programs, leave of absence, and accommodations.
• Manages leave administration process from initial notification through return to work.
• Requests certifications/medical documentation to determine leave eligibility.
• Maintains follow up throughout leave period and provides updates to manager.
• Partner with Regional HRBP to provide guidance on leave, benefit, and disability laws.
• Facilitates interactive discussions for accommodation requests.
• Maintains knowledge of state and federal laws regarding benefits, leave, and ADA.

Employee Benefits Specialist

IT Support

• Effectively and efficiently provide desktop and remote technical support in a timely manner
• Effectively install, configure, diagnose, troubleshoot, and repair hardware and related equipment including: PCs, laptops, mobile devices and printers.
• Perform hardware/software inventory and software license tracking.
• Assist in the training of Fortune staff in the use of PCs and basic network operations.
• Ability to follow directions and complete tasks without micro-management
• Excellent note taking and organizational skills
• Ability to create step by step documentation on procedures and steps for technical tasks

Help Desk Associate

Support Engineer

• Respond to customer inquiries via CRM tickets, email, chat, and phone in a timely and professional manner.
• Provide clear and concise information regarding product features, functionalities, and issue resolution.
• Assist customers with setting up complex simulations in our O&M and Construction Design application.
• Diagnose and troubleshoot customer issues, providing step-by-step guidance for problem resolution.
• Collaborate with the product and engineering teams to escalate and resolve complex issues promptly.
• Develop and maintain an in-depth knowledge of Shoreline products to effectively assist customers.
• Gather customer feedback to identify areas for improvement and share insights with the product development team.
• Drive and support our customers in the implementation of Shoreline products.

Technical Support Specialist

Accountant

• Record all business transactions by accurately posting and processing necessary journal entries.
• Review expenses, payroll, etc. to ensure accuracy.
• Update accounts payable and receivable.
• Process balance sheets, income statements, etc.
• Prepare weekly and monthly reports, and help out senior accountants create our monthly and yearly closings and reports.

Junior Accountant

• Obtains client information by answering telephone calls; interviewing clients; verifying information.
• Determines eligibility by comparing client information to requirements.
• Establishes policies by entering client information; confirming pricing.
• Informs clients by explaining procedures; answering questions; providing information.
• Maintains communication equipment by reporting problems.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Updates job knowledge by studying new product descriptions; participating in educational opportunities.
• Accomplishes sales and organization mission by completing related results as needed.