Business Analyst

• Gather, analyze, document, and validate business and functional requirements
• Translate business needs into system specifications, business rules, process flows, and system documentation
• Support system analysis, design discussions, interfaces, database queries, reports, and project deliverables
• Create and execute test cases and scenarios, document results, and assist with system issue resolution
• Monitor and report on payment plan performance, operational volumes, customer behavior, quality, and efficiency
• Review payment, reversal, and posting activity for accurate processing
• Track Call Center, WIC, Service Request, and correspondence volumes
• Coordinate staffing needs with management and elevate operational or program issues
• Coach team members and assist with training
• Support program activities, temporary fixes, process improvements, and SOP updates
• Partner with cross-functional teams to improve program performance, service delivery, and customer experience

• 5+ years of experience working in customer service contact centers
• 2+ years of experience working as a business analyst or systems analyst
• Ability to develop and execute system test scripts and document test results
• Experience developing use cases and designing screens
• Experience creating logical process flow diagrams
• Ability to perform and present root cause and downstream effects analysis
• Knowledge of project life cycle
• Ability to complete research and report on findings
• Skill and confidence in leading design discussions with users
• Clear written communication
• Ability to communicate between users and technical team members
• Proficiency with MS 365, including Outlook, Teams, Word, Excel, and Power Point

Demonstrates expertise in gathering and analyzing business requirements, translating them into system specifications, and executing test cases. Proficient in improving program performance and customer experience through effective communication and collaboration with cross-functional teams.

• Business Analysis
• System Testing
• Process Flow Design
• Customer Service Experience
• MS 365 Proficiency

• Business Requirements Gathering
• System Specifications
• Test Case Development
• Use Case Development
• Logical Process Flow Diagrams
• Root Cause Analysis
• Project Life Cycle Knowledge
• Research and Reporting

• Clear Written Communication
• Coaching and Training
• Leadership in Design Discussions

• Customer Service Contact Centers
• Operational Volumes
• Payment Plan Performance
• Service Delivery
• Cross-Functional Collaboration

• MS 365
• Outlook
• Teams
• Word
• Excel
• Power Point