Job Responsibilities and Requirements

The position, in the internal IT department, supports Matrix Systems for client setup/configuration and the conversion of historical/takeover leave data for new clients. The role primarily supports the successful launch of new clients by ensuring the claimant and Operations experience as smooth a transition as possible during the conversion process. Ideally, the candidate should have insurance industry experience, preferably in claims administration, as well experience with data manipulation/conversion with a drive to enhance the customer experience. The position will be responsible for data review and corrections but should also be able to assist with the continuous improvement of the overall systems support.

Duties and Responsibilities:

• Analyze the business impact of requests in a ticketing system to properly prioritize and complete requests.

• Analyze customer requirements and apply that information to convert customer data in order to load into the Reliance Matrix leave management systems. This includes, but is not limited to file mapping, data conversion, file loading, and working directly in the leave management system with the goal of loading all client historical data.

• Able to work independently, leading data conversion projects.

• Able to review, analyze and make decisions based on complex client data to ensure a successful client launch.

• Able to research and respond to customer inquiries regarding product functionality or system issues; gather pertinent details from customer to properly assess and respond with action plan/resolution. Collaborate with other associates and resources required to resolve issues.

• Document all communication and maintain accurate and up to date status of all triage actions performed within ticketing system.

• Effectively manage and prioritize customer issues; identify and escalate critical issues, as necessary.

• Effectively communicate project updates across the organization.

Required Knowledge, Skills, Abilities and/or Related Experience

• Bachelor’s degree preferred.

• 1-2 years’ experience with data transformation tools including intermediate experience with Excel.

• Must have analytical skills and be able to independently review issues and problems to a successful resolution.

• Quickly understand and prioritize business requests.

• Proven ability in problem solving and troubleshooting.

• Must have a customer service orientation where we are committed to the company’s mission and put the customer first.

• Must have proven experience with Data quality control.

• Must have broad knowledge of Insurance claims administration.

• Must be well organized with a strong attention to detail.

• Must be competent and confident communicating to the Business users and Account Management

• 1-2 years Insurance Industry experience preferable with claims administration.

• Experience supporting a large-scale computer application with responsibility for answering user questions on functionality and issue resolution is highly desirable.

• Excellent analytical, problem solving, time management, and multi-tasking skills.

• Ability to deliver quality results in a fast-paced environment.

• Strong verbal and written communication skills. Able to work across teams to support the best possible client experience.

Ability to Travel: None

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.  

Our Benefits:

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.  For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance 
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays.  As you grow with us, your PTO may increase based on your level within the company and years of service. 
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program

Our Values:

• Integrity
• Empowerment
• Compassion
• Collaboration
• Fun

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.