Billing & Collection Senior Analyst
2 months ago
**On the job you will**:
**Responsibilities**
- Manage large amounts of outbound/inbound calls in a timely manner
- Complete customer service tasks that ensure customers have the information and assistance they need and maintain the company’ positive reputation
- Identify customer’ needs, clarify information, research every issue and provide solutions and/or alternatives; escalate when necessary
- Working closely with management to prioritize business and information needs
- Developing and implementing data collection systems and other strategies that optimize statistical efficiency and data quality
- Identify new sources of useful data and methods to improves data collection, analysis, and reporting
- Gathering and interpreting data, analyzing results using statistical techniques and producing regular reports
- Collaborate with teams and managers to identify business needs and data requirements
- Locating and defining new process improvement opportunities
- Document all information according to standard operating procedures and produce call reports
- Maintain customer data privacy in line with company regulations
- Attending training sessions to continuously improve knowledge and performance
- Work with colleagues, share feedback and contribute to team meetingsCollaborate with other CSC staff/CSR to improve customer service
**What motivates you?**
- You obsess about customers, listen, engage, and act for their benefit
- You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes
- You thrive in teams, and enjoy getting things done together
- You take ownership and build solutions, focusing on what matters
- You do what is right, work with integrity and speak upYou share your humanity, helping us build a diverse and inclusive work environment for everyone
**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.
**What We Are Looking For**
Education and experience:
- University degree. Proven experience as a data analyst or similar role
- Knowledge of customer service principles and practices
- Strong analytical skills with the ability to collect, organize, analyze and disseminate amounts of information with attention to detail and accuracy
- Strong knowledge of and experience with reporting packages, databases, and data visualization tools
- Familiarity with statistics and experience using statistical packages for analyzing datasets
- Proficiency in using computer systems, SQL, Python, Power BI, CRM software, and call center equipment.
Key competencies and Skills
- Customer service orientation
- Strong phone and verbal communication skills along with active listening
- Customer focus and adaptability to different personality types
- Ability to handle high-stress situations and adapt to changing demands
- Ability to multi-task, set priorities and manage time effectively.
- Willingness to collaborate with team members and contribute to a positive working environment.
**What Can We Offer You**
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.
**Our commitment to you**
- Values-first culture We lead with our Values every day and bring them to life together.
- Boundless opportunity We create opportunities to learn and grow at every stage of your career.
- Continuous innovation We invite you to help redefine the future of financial services.
- Delivering the promise of Diversity, Equity and Inclusion We foster an inclusive workplace where everyone thrives.
- Championing Corporate Citizenship We build a business that benefits all stakeholders and has a positive social and environmental impact.
**About Manulife and John Hancock**
**Manulife is an Equal Opportunity Employer**
**Working Arrangement**
In Office
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