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Enrollment Operational Support

Company: Peterson Technology Partners
Location: Jacksonville
Posted on: November 10, 2019

Job Description:

Operational Support is a multi-disciplinary team that supports the lifecycle of groups enrolled on third party platforms after the initial implementation phase. This area is a multi-department staffed team spanning Acquisition Services and Premium Administration with support by corporate IT. to enable quick action on escalated client or distribution partner requests as well as locate and issue policies. Additionally, this area must also request missing data from external third party enrollment technologies or extract data for internally managed enrollment technology where necessary. This area will conduct perpetually processing on enrollment data received on regular schedules from third party enrollment technologies. This area will also recommend solutions to reduce and eliminate the root cause driving the escalations. This area will develop and manage the toolset(s) to enable efficient and effective support of this process, provide metrics on volumes and efforts as well as provide a trend analysis for further investigation.

Job Summary

Supports perpetual processing and/or electronic sales research requests through a variety of avenues included but not limited to email ticket requests, premium administration audit results, money in suspense requiring policy research, customer call center requests and internal departmental requests. Successful resolution of these requests requires knowledge and skills across all aspects of processing enrollment data from technology platforms. Role requires using a diverse set internal systems and tools as well as interfacing with external and internal business partners.

The keys to success in this role are the timely and accurate resolution of requests that are received and successful communication of resolution to all involved parties and/or the maintenance of perpetual processing work queues within monthly goals and departmental SLAs.
Key Responsibilities


  • Mange work queue through use of a variety of tools that intake electronic sales research requests and/or perpetual processing work objects.
  • Resolve research requests through a variety of means by acquiring, collecting, correcting data files and processing or researching internal system issues for resolution of the request or identifying from the request that no action is necessary.
  • Analyze research request results and take appropriate actions to launch further follow up corrective action by internal team members.
  • Employ root cause analysis to data files that are unable to be processed through self-directed solution finding, advanced data translation techniques and SQL query modifications.
  • Evaluates complex files issues and simplifies in to directed feedback on data files to internal team members.
  • Collaborates closely with internal business areas, field sales distribution, implementation, finance, compliance, underwriting, new business, customer service and IT, to effectively recognize and resolve case level enrollment research requests

Keywords: Peterson Technology Partners, Jacksonville , Enrollment Operational Support, Other , Jacksonville, Florida

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