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For your reference, we have included the original job posting below.
Client Services Analyst
Job Number:
26938856
Company Name:
Affinion Group
Job Location:
Franklin, TN US
Job Category:
Management & Business
Client Services Analyst
Client Services Analyst
Job Type: Full-Time Location: Franklin, TN
Job Description:
Client Services - Analyst
Objective:
The objective is to monitor and manage enrollment, billing, fulfillment, claims, and commissions to ensure timely and accurate service is provided for customers enrolled in Affinion programs. The Analyst is also responsible to monitor these key internal metrics to maintain acceptable overall service levels. This position acts as the liaison between the client, sales and all internal departments of the company to assist in resolving any issues within the program, also, to provide program status reporting and make recommendations regarding marketing event performance. The position requires a confident, professional attitude with success gauged by accuracy and timeliness of reporting, issue resolution, and appropriate client and inter-departmental relationships.
Duties included but not limited to:
* Participate in Intro Call with Client Manager
* Review and oversee customer enrollment, billing, collections and commission reports. Solve for and make recommendations for any errors outside standard metrics.
* Ensure timely billing and collections as well as make recommendations to improve collection rates.
* Coordinate the timely resolution of billing and enrollment exceptions
* Develop and monitor the completion of programming requests
* Create and maintain various client reports including Solicitation, Participation and Admin Reports as required and compare those to forecast. Present results to clients and internal partners.
* Research client inquiries following through to completion, making recommendations as appropriate for process improvements
* Serve as liaison with Contact Center; gather and share information necessary to provide superior customer service
* Identify and provide solutions in any areas needing improvement to enhance overall department efficiency workflow
* Participate in analysis/review of system related issues that impact client services
EDUCATION AND EXPERIENCE
* 4-year college degree required with business or marketing emphasis preferred, and
* 3 to 5years work experience in related field (Banking , Financial Analysis, or Direct Marketing) preferred
KNOWLEDGE, SKILLS, ABILITIES preferred:
* Superior customer service and communication skills
* Ability to manage multiple priorities with tight deadlines and work independently
* Ability to anticipate and identify both potential problems and opportunities, make recommendations, and initiate appropriate action
* Ability to effectively set and enforce schedules with client and internal departments
* Ability to adapt quickly to multiple system applications
* Knowledge of Windows, Advanced Excel, Word, Power Point and web-based applications
