Are you passionate about delivering exceptional client experiences, elevating operational performance, and working cross‑functionally to drive meaningful results?Our Operations team is excited to announce an opportunity for an Operations Client Support Analyst—a pivotal role supporting our clients, internal teams, claims, call center, and organizational service excellence.
Why This Role Matters
As an Operations Client Support Analyst, you will report to the Director of Claims or Contact Center, while serving as a central liaison between our internal teams, client accounts, claims, call center partners. Your work ensures that service levels are met, performance metrics are tracked, and our teams are fully supported in client-facing communications. This is a high‑impact role where your leadership, judgment, and collaboration directly influence operational readiness, client satisfaction, and organizational compliance.
What You’ll Do
In this role, you will:
- Lead client implementation efforts for Member Services and Claims—ensuring operational teams have the documentation, process mapping, and tools needed to succeed.
- Serve as the primary operations presenter on client calls, confidently representing Member Services, Claims, and cross-functional updates.
- Develop, prepare, and facilitate Joint Operations Committee (JOC) decks, partnering directly with clients and internal stakeholders.
- Drive action planning to resolve client issues and ensure timely follow‑through on commitments.
- Partner closely with account management, operations leadership, training, quality, reporting, and claims teams as the primary point of cross‑functional contact.
- Lead responses to corrective action plans, compliance inquiries, and audit preparation, serving as the subject matter expert with Compliance.
- Review and provide operational insight on Statements of Work, RFP responses, service level commitments, and potential noncompliance penalties.
- Serve as the first point of escalation for account management regarding client concerns—triaging and resolving issues with urgency and clarity.
What You Bring
Education:
- Bachelor’s degree preferred.
Experience:
- 4+ years of experience in client service, operations, account coordination, or similar roles.
- Strong background handling complex client requests, detailed documentation, and cross-functional initiatives.
- Demonstrated ability to operate with minimal oversight and show strong problem‑solving capability.
Skills & Knowledge:
- 2+ years in a call center and/or claims environment, working with operational teams and account managers.
- Exceptional verbal and written communication skills, including experience presenting to external clients.
- Proven ability to manage multiple priorities and accounts simultaneously.
- Comfort interpreting performance data and translating insights into recommendations.
Who Thrives Here
This role is ideal for someone who embodies the Liberty Values, including:
- Putting People First — building trust, listening actively, and partnering across teams.
- Accountability — owning outcomes, communicating clearly, and following through.
- Continuous Improvement — seeking better ways to serve clients and streamline operations.
- Collaboration — working effectively with cross-functional partners.
- Integrity — acting with honesty, fairness, and transparency.
These values are at the heart of how we serve our members, clients, and one another—no people‑leadership responsibilities required.
Ready to Apply?
If you're energized by client engagement, operational problem-solving, and collaborative partnership, we’d love to hear from you. Apply Now!
