Resolution Analyst

Posting Description

Aon is looking for a Resolution Analyst!

We are looking for a Resolution Analyst who will handle benefit, and enrollment related escalations received from our call centers. The Resolution Analyst is responsible for assisting our client’s customers with benefit, cancellation, and enrollment related issues. There are production and quality expectations based on client contractual requirements.
This is a Hybrid (3 days in office) schedule, located in the Alpharetta, GA office.

Aon Integramark is a debt cancellation service administrator for the U.S. lending industry. Debt cancellation programs can protect virtually all forms of consumer indebtedness including installment loans, home equity loans/lines of credit, and credit card accounts. Aon Integramark is a division under Aon, who is a global leader in risk management, insurance and reinsurance brokerage, human capital and management consulting, and outsourcing with more than 36,000 employees in 500 offices in more than 120 countries.

As part of the role, the Resolution Analyst will handle incoming and outgoing phone calls to/from customers to assist in facilitating the benefit, cancellation and enrollment process. This will require the Resolution Analyst to listen to customers, address all questions or complaints, and provide an accurate response.

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive team and we are passionate about helping our colleagues and clients succeed.

• Answer incoming calls and make outbound customer service calls
• Process escalated related transactions in a timely and accurate manner
• Review and analyze what documentation is needed to process an escalation
• Review daily follow-up status reports to prioritize and manage daily inventory to meet contractual service levels
• Ability to respond efficiently and accurately to customers and provide solutions and/or alternatives
• Engage in active listening with the customer, confirming or clarifying information, and defuse situations as needed
• Ability to maneuver through various systems while engaging with the customer
• Document details of customer's inquiries and/or complaints and the actions taken to resolve their issues in a comprehensible way
• Understand and strive to meet or exceed production and quality metrics while providing excellent and consistent customer service

• At least 1 year of industry-specific experience in debt cancellation/benefits area or like industry
• Customer service experience
• Bilingual preferred
• Strong communication and listening skills
• Ability to multi-task and manage time effectively
• Write clearly, concisely, and effectively
• Strong analytical and problem-solving skills
• Maintain quality focus
• Ability to work independently and work well with others in a team environment
• Proficient in Microsoft Office Suite
• Ability to work virtually in an environment conducive to working virtually

• High School Diploma or GED is required, Associate/Bachelor degree preferred

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self thermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work...

and we are all for it. We call this Smart Working!

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities to all employees and applicants for…