Job Description:

Partner Support Advocate

Customer Service

Franklin, TN
 * 

ID:

6387-758


 * 
Full-Time/Regular

Job Summary:

The Enrollment Partner Advocate is responsible for the support of IDEMIA's Partner Enrollment Center Network across a designated region. The Partner Advocate is to work individually to address the Partners inquires and cross-departmentally to help identify areas needing additional support. The Partner Advocate is responsible for overseeing operational activities that can be completed remotely such as, but not limited to, supply ordering, submitting candidates into the Vetting and Credentialing process, forwarding payment questions to applicable department, etc. In this role, the Partner Advocate shall establish a working relationship with the Partner throughout the lifecycle of the partnership and will engage with the Partner on Operational (day to day) items. The Partner Advocate will support the regionally based Operations Team members and will have a supporting role in representing Partner's challenges to the Team and becoming the voice of the partner. The Advocate will be a staffing liaison between the Partner and Credentialing, and supporting the day to day needs of a Partner.

 

Essential Job Functions (includes but is not limited to):

• Respond to inquiries and service requests that are handled directly or forwarded to the appropriate Operations contact


• Escalate, monitor, and close out escalated inquires related to day to day issues


• Provide superior customer service from for the full life cycle of the Partner's inquiry


• Help sustain team metrics around call wait times, email response times, and time to close out escalated inquires


• Submit Enrollment Center closures


• Approve business-related expenses and supplies

• Ensure staffing levels are met and participate in on-boarding of new EAs for operational Partners

• Identify and report problems relating to Customer Satisfaction and Operational Performance


• Assist in the collecting of feedback on Partner Satisfaction


• Occasional support outside of regular operating hours


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• Note: In addition to the Essential Functions, also performs similar work-related duties as assigned.


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Required Skills

Knowledge, Skills and Abilities:

• Demonstrated customer support skills


• Ability to establish and maintain effective relationships


• Ability to multitask and deal with ever changing priorities in a fast paced work environment


• Team player attitude and the ability to work as a member of a virtual team


• Ability to work remote without direct day-to-day supervisor interaction


• Able to complete a wide variety of tasks within the time constraints of each assignment


• Must have excellent written and verbal communication skills


• Working knowledge of Microsoft Outlook, Word and Excel


• Excellent analytical and problem solving skills Sound attention to detail

 

• Extensive knowledge of applicable Federal and State programs operating in assigned area Qualifications, Education and Experience: 






• Bachelor's degree in Business or a related field, with a minimum of 2 years related experience, or a combination of education and experience that would enable performance of the full scope of the position.


• Previous experience working with biometrics preferred


• Ability to travel as required, with the ability to prepay all travel expenses personally and receive reimbursement 5 - 10 business days later


• Ability to meet/obtain all required security credentials and training requirements to operate propriety software/systems located within assigned territory

 

Travel Requirement, Working Conditions and Physical Demands:

 

Travel requirement, such as; 

• Must be able to travel by air as needed to attend training, conferences, and related job activities.


• Overnight travel may be required. Travel is expected for approximately 10% of the time.

 

Working Conditions, such as:

• General office and retail environments. The work area is adequately lighted, heated, and ventilated.

 

Physical Demands, such as:

• 
  Office environment where the employee may sit comfortably to do the work. Some walking, standing, bending, reaching, and carrying of light items such as papers, books, small parts; driving an automobile, etc. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment.

The work requires light physical effort with frequent lifting and/or moving of materials in the 10-30 pound range and occasional lifting up to 50 pounds. Requires manual dexterity and ability to manipulate small objects. May require normal range of hearing and vision to operate machinery.

 

Must be United States Citizen (no dual citizenship permitted)
IDEMIA is an equal opportunity employer.
We evaluate qualified applicants without regard to race, color, religion, sex,
sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.

 

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