What are the responsibilities and job description for the Operations Research Analyst position at Calculated Hire?
Business Execution Administrator
Onsite - Hybrid - Charlotte, NC
Summary
As a member of the Service Delivery team, the Business Execution Administrator will leverage tools and applications to research, resolve, and respond to customer inquiries, adhering to standards, processes and procedures. Additional functions may include participating in special projects, business initiatives, and assisting with other functions associated with managing escheatment activities for the company.
Responsibilities:
- Support operations of the Unclaimed Property Service Delivery Team
- Administer and execute on business specific processes and procedures
- Identify opportunities to improve processes and provide support to a variety of diverse support functions or operations
- Follow all state and jurisdictional regulatory requirements related to unclaimed property escheatment
- Exercise risk management to identify and escalate potential issues and gaps in business processes
- Receive direction from supervisors
- Interact with colleagues in the department, as well as internal business partners, for the purpose of researching and responding to internal or external inquiries
- Manage email case load in a case management system (PEGA)
- Respond to internal and external inquiries via written correspondence within the defined SLA
- Review and disposition incoming affidavits for completion to route for further processing
- Print and mail physical correspondence when required
- Self-report daily, weekly, and monthly productivity performance
Desired Qualifications:
- Experience resolving and working through basic to moderate internal or external inquiries using independent critical thinking
- Strong customer service experience with written communications
- Prior experience in case load management
- Excellent verbal, written, and interpersonal communication skills
- Processing and performing thorough research to resolve internal or external inquiries
- Ability to take on a high level of responsibility, initiative, and accountability
- Experience working in an email production support environment
- Intermediate Microsoft Office (Outlook, Excel, Word, PowerPoint, Microsoft Teams, OneNote) skills
- Ability to navigate multiple applications, systems, and document types
- Previous experience with HOGAN, PEGA, and OIB is a plus
- Ability to grasp business issues quickly, recommend solutions, and drive for resolutions
- Prior experience with Unclaimed Property
