Business Support Analyst at CAI in Indianapolis, Indiana

Job Description:

Business Support Analyst

Req number:

R2424

Employment type:

Full time

Worksite flexibility:

Hybrid

Job Summary

We are looking for a motivated Business Support Analyst ready to take us to the next level! If you have customer service and Google Drive skills, and are looking for your next career move, apply now.

Job Description



We are looking for a Business Support Analyst to process applications while following guidelines, effectively and compassionately communicate (through the phone or via email), and maintain cases in a database to ensure benefits are accurately issued. This position will be 12-month contract and hybrid.



What You'll Do

• Understand eligibility guidelines and the application approval process
  
  


• Efficiently review and process applications
  
  


• Investigate flagged applications and follow up as necessary
  
  


• Maintain a variety of files, update case files as new material is collected, ensure that information is organized and that all necessary case documentation is retained in compliance with the record retention policy
  
  


• Work with leadership to resolve escalated customer concerns and system problems
  
  


• Provide courteous, timely, and accurate frontline customer service interactions and information
  
  


• Greet customers and provide guidance, information, and direction to customer inquiries in a polite and courteous manner
  
  


• Track customer interactions and inquiries and generate reports for management
  
  


• Escalate complex or high-profile customer inquiries to supervisor for review and evaluation
  
  


• Research information in order to provide answers to customer inquiries
  
  


• Answer inquiries over the telephone or in person concerning regulations or procedures
  
  


• Receive and prepare replies to routine correspondence
  
  


• Operate office machines related to specific area of work
  
  


• Make an eligibility determination for appropriate benefits and waiver programs in compliance with state and federal rules, regulations, and guidelines.
  
  


• Examine data matches to find inconsistent and/or duplicated data
  
  


• Keep current on all changes in rules, regulations, and guidelines
  
  


• Makes recommendations to assistant director about procedures and methods to improve efficiency and effectiveness
  
  

What You'll Need


Required:

• Non-IT help desk experience
  
  


• Strong customer service experience
  
  


• Accuracy in data entry
  
  


• Excellent human relation skills with the ability to work with diverse constituencies and a variety of educational levels
  
  


• Excellent organizational and time management skills
  
  


• Ability to deal with confrontational situations
  
  


• Excellent oral and written communication skills
  
  


• Ability to work as a member of a team
  
  


• Proficient in Microsoft Office and Google Drive
  
  


• Basic math and accounting skills
  
  


• Self-directed
  
  

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
  
  


• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
  
  


• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
  
  

Reasonable Accommodation Statement



If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 - 8111.



Equal Employment Opportunity Policy Statement



It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited. Apply Now