Customer Integration Analyst-Remote

We're seeking a Customer Integration Analyst to manage technology implementation efforts across an assigned territory. This role acts as a key liaison between our internal teams, external technology partners, and clients, ensuring smooth integration of our insurance products.

Once the Salesforce team finalizes a sale and confirms the selected technology partner, the Customer Integration Analyst will verify the feasibility of the implementation. From there, they will lead the end-to-end coordination of the integration process, including assembling and managing all implementation components such as product details, client information, and rate structures.

The Analyst will then deliver the complete implementation package to the technology partner for site development. Upon site readiness, the compliance team will be engaged to finalize the process.

• Act as the primary technology contact and technology coordinator for implementation projects.
• Provide responsive support on all cases within 1 business day. This includes before, during and after enrollments is completed. Respond to all emails within 1 business day even if just to acknowledge receipt.
• When receiving an email for another person/team the expectation is still to respond within 24 hours with redirects and soft handoffs.
• Review, accurately complete, and provide status updates on required reporting within the requested timeframe.
• Reports should be reviewed daily to effectively manage project, identify new projects and new tasks, and to ensure nothing is missed or delayed.
• Requests to update reporting should be completed within one business day, unless given a different timeframe at the time of request.
• Appropriately manage Salesforce steps for projects to ensure that work is routed timely and appropriately to internal partners for completion.
• Review ETS OE Requests in Salesforce
  • Maintain intake SLA for all case implementations within 2 business days of being marked “Ready for ETS”.
  • Thoroughly review all required case setup documents to ensure accuracy and report any missing/incorrect items back to the SSAM in Salesforce.
  • It is a requirement the TIC ensure there is always a date in the ProjectàDetailsàEnrollment Detailsà“Enrollment Platform Ready Date” field.
  • This date should be adjusted to the logical date implementation can be ready. Work with your manager on this item if not clear what date to use on any given project.
  • Document any technology case specifics where needed in Salesforce in chatter and/or notes.
• Create & Send IP on New & Change projects where applicable
  • 5 business day SLA to send completed IP to client. 5 days after any missing SSAM items are provided.
  • Build and communicate product specifications to platform vendor supporting the employer.
  • Have extensive knowledge base of the company file specs.
  • Upload all IPs to the Files section of the Salesforce project.
  • Upload IP and any information used to build out IP to Case Folder in SDF.
  • Peer Review all IPs. After Peer Review, send all National Account IPs to NAM for their peer review.
• Review Build & Collect QA Items. Receive QA approvals on applicable projects
  • Provide case build review materials to QA and Actuary teams for system approval.
  • TIC should do an initial review of all QA materials prior to sending project to the QA team to ensure all requested items are present.
  • TIC ensures all required fields in Salesforce are completed accurately prior to sending project to the QA team. Including but not limited to Product Underwriting, EOI Collection Method, and Enrollment Form Number fields.
  • Ensure ‘AB Certified’ products are correctly identified.
  • Be responsible for resolving QA issues.
  • Be responsible for getting QA approval from Compliance and Actuary for every project where applicable.
• Setup SFTP’s for new incoming file routines as needed.
  • Problem solve SFTP setup issues and SFTP issues sending initial file.
• Hand-off test files to the assigned IPA as well as document hand-off in SF
  • Chatter to IPA with file location.
  • Update File status and “received date” under each ProductàETS Details section.
  • Help to ensure IPA received Prod files after Test files.
• Act as an internal consultant to other teams…