Senior Customer Operations Analyst

Job DescriptionThe incumbent in this position will work on assigned customer operations compliance; that is, a set of interrelated compliance programs, existing enterprise policies, procedures, and regulations. This position is responsible for performing monitoring activities for the enterprise to ensure compliance within customer operations and is required to operate cross-functionally and in areas with ambiguity and complexity from both legal and political frame of reference. Additionally, this position will be responsible for data analysis and reporting related to customer operations outside of compliance as required.ResponsibilitiesExamines and evaluates the integrity of operational information. Prepares complex computer-generated reports and analyses. Develops relationships and partnerships with the customer operations business units impacted by the compliance sector and is seen by the business units as a valued go-to resource for compliance questions and concerns. Develops working knowledge of the business processes and IT applications that support those business processes. Keeps abreast of the changing compliance and regulatory landscape within customer operations. Drafts compliance analysis and trend documents along with compliance communications to ensure that customer operations initiatives and status are communicated. Develops compliance documentation, monitors progress, and reports on progress. Assists in developing metrics and drafts policies and procedures, corrective action plans, and compliance reports for the Customer Operations and REC leadership teams. Prepares monthly and quarterly reports and presentations for distribution including management responses. Maintains current records of all documentation and compliance reporting. Qualifications4+ w/Bachelor's degree4+ years experience in a contact center or customer service role; Associates or Bachelors degree preferredStrong organizational/time management skillsDetail-oriented; flexible and creativeAnalytical and problem-solving skillsAbility to navigate various plan details and system process proceduresAbility to make effective recommendations to develop methods and procedures that improve department's effectiveness and efficiencyStrong interpersonal skills including the ability to effectively communicate and influenceAbility to follow strict timelines and manage multiple tasks concurrentlyKnowledge of systems/client testing methodologyKnowledge of Delta Dental products, policies, claims, and eligibility procedures and guidelinesAbility to maintain confidentialityMust be able to work independently, diligently and efficiently with limited direction and instructionBase Pay InformationThe national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. $55,000 - $116,900Additional InformationBehind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:Competitive base and incentive pay 401(k) with robust matching and non-matching contributionsRich medical & pharmacy benefits100% employer-paid dental and vision benefitsHolistic wellbeing program with deep financial incentivesGenerous paid time off plus 12 paid holidays and your birthday offCulture of growth and learning: career development; tuition reimbursement; recognition programFamily support: adoption assistance, fertility treatment, child, elder & pet care assistanceSocial responsibility and volunteer opportunitiesEmployee discount programFair Chance Ordinances and Criminal Background ConsiderationsThis position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.About The TeamDelta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, we have adopted and maintain an Equal Employment Opportunity Policy, Harassment-Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies.Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, Hawaii, Maine, Nebraska, New Hampshire, North Dakota, Oklahoma, Vermont, West Virginia, Wyoming, Washington DC, Puerto Rico or other US Territories or outside of the United States at this time.