Associate Account Service Representative

2 weeks ago

Gurgaon, India LifeWorks Full time

TELUS Health and LifeWorks have recently come together to leverage the power of technology and our caring cultures to further progress our shared goal of building a healthier and friendlier future for all. As a global-leading health and well-being provider - encompassing physical, mental and financial health - TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Summary

The Associate Account Service Representative will play a key role in supporting Customer Success Managers (CSM’s) in responding to customer queries, preparing template renewal documents (contract or letters) running and distributing reports, system clean up and updates, and other administrative supports for CSM’s. The Associate Account Service Representative will be responsible for delivering the highest quality of service efficiently, accurately and on time.

**Responsibilities**:

- Prepare utilization reports according to schedule and accompanying cover letter for transmission by CSM (or ASR) to customer.
- Prepare and distribute renewal letters and contract templates.
- Support white label partner requests with updated materials, termination requests, additional covered lives, utilization reports.
- Support global customers in the event of partner changes, telephone number changes with the provision of updated promotional materials and updated information on the Lifeworks platform issuing reports to clients.
- Perform regular quality assurance checks on CSM and client data in Salesforce and updating as required to maintain data integrity and consistent quality in a call client account record.
- Package customer onboarding communications and distribute for customers who are launching the Lifeworks platform and do not have an assigned Implementation Manager.
- Gathering documents to support the investigation of billing issues, including invoices, Symphoni (case management system) set up and contracts.
- Participate in meetings and special projects with other departments as required.

Succeeding as an Associate Account Services Representative will require the following core qualifications and skills:

- University degree in Business or related field, or equivalent work experience
- 2 years of experience in customer service, research, or data entry role
- Prior experience in HR, Wellness and/or EAP considered an asset.
- Proven ability to respond in a timely and strategic manner to the day-to-day requirements of our clients.
- Exceptional ability to multi-task
- Strong organizational and analytical skills
- Excellent written and verbal communication skills.

Where permitted by law, company employees must be fully immunized to access a TELUS Health or LifeWorks office or customer premises.

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