Client Application Specialist

Position Overview

Under limited supervision, serve as liaison for application support between application consumers, product team members, subject matter experts, RGA IT staff and leadership. Responsible for quality delivery of a consultative support experience through technical problem-solving and generalist knowledge of applications. Serve as a consumer advocate and primary communication channel for any consumer of the application products and services. **

Responsibilities**

• Provide in depth application support to business partners and team members with a target of 50% first call resolution on all assigned tickets.
• Participate in client-facing discussions as a subject matter expert on the general functionality of the system and software.
• Train CAS1 staff members and serve as a mentor/support for growth of the team members with less experience.
• Documentation and contribution of 1-2 process improvements per year in the area of Client Application knowledge or Client Support.
• Provide business application support to business partners and team members in the areas of functionality, system access, content management, and consumer notifications for complex application systems.
• Professionally manage all consumer discussions post implementation, acting as a consumer advocate and liaison between consumers and the product support offered by Global IT, subject matter experts and application service team members.
• Apply proper change management protocols for all production moves, including ticket creation, communications, approvals, rollback procedures, test evidence, and support.
• Continuous learning to better know the customers/consumers, develop and maintain effective business relationships.
• Continuous learning at a generalist level that evolves with new features/functionalities within the applications.
• Coordinate efforts associated with third-party evidence provider changes.
• Ensure customer service excellence by consistent communications, root cause analysis documentation, and process improvements.
• Provide training and guidance to team members and business partners as required.
• Comply with standards for all technical and business operations defined.
• Maintain regular and predictable attendance.
• Performs other duties as assigned.

Requirements

EDUCATION:

Required :

• Bachelor’s Degree or equivalent experience

Experience And Skills

Required :

• 3-5 years of client-facing experience in, or related to, application services, an IT Service Management role, or IT Operations support function
• Must be available to meet schedules of a global operation by being available for off hour meetings and on call rotation.
• Ability to understand business functions associated with the consumer experience and relay business priority for requests or issues.
• Ability to be flexible when needed, take initiative, and demonstrate accountability
• Advanced oral and written communication skills demonstrating client-facing ability to share and impart knowledge
• Ability to quickly adapt to new methods, work under tight deadlines and stressful conditions
• Intermediate investigative, analytical, and problem-solving skills
• Advanced interpersonal skills
• Ability to set goals and handle multiple tasks, clients, and projects simultaneously; Ability to appropriately balance priorities, deadlines, and deliverables
• Ability to work well within a team environment and participate in department/team projects
• Ability to balance detail with departmental goals/objectives
• Ability to foster customer service quality
• Ability to translate business needs and problems into viable/accepted solutions
• Basic negotiating and persuasion skills
• Ability to develop reports and analysis documents using various tools and techniques
• Basic knowledge of ITIL and/or ITSM processes and best practices
• General business knowledge

Preferred :

• 5+ years of IT Support, Call Center Experience, Process Management Experience
• Underwriting or Insurance industry knowledge
• Oral and Written multi-lingual skills
• Knowledge of risk assessment process and methods

Technical Requirements

Required :

• Microsoft Windows Operating Systems (Server & PC)
• Microsoft Productivity Suite

Preferred :

• XML experience
• SQL & PL SQL
• ServiceNow

Company Overview

About RGA :

Reinsurance Group of America, Incorporated (NYSE: RGA) is one of the largest global providers of life reinsurance, with offices around the world. RGA delivers expert solutions in individual life reinsurance, individual living benefits reinsurance, group reinsurance, financial solutions, facultative underwriting and product development. Our mission is to enhance our clients’ prosperity by supporting their financial and risk management capabilities.

The general pay range for this position is $72,340 - $102,725 per year. Base pay varies depending on job-related knowledge, skills, experience, and market location. In addition, RGA provides an annual bonus plan that includes all roles and some positions are eligible for participation in our long-term equity incentive plan. RGA also maintains a full range of health, retirement, and other employee benefits.