Customer Service Research Analyst

Want to be a bswifter? 

At bswift we’ve been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago, and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving, people-first workplaces. 

 We’re looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you! 

The Customer Service Research Analyst role is responsible for delivering exceptional service to bswift clients and ensuring high customer satisfaction. The Research Analyst will focus primarily on triaging and resolving customer issues originating from inbound calls or chats or provide research to Client Services to reduce time to resolve the case. This is a high-volume role and cases to be researched can span a breadth of topics.

This is an in-office role in our Bangalore location. The working hours will be in the range of 10:30am – 7:30pm IST, Monday through Friday.

As a triage team member, the RA role is expected to apply past learnings and identify trends or likeness from incoming cases to alert leadership so that a broader solution can be implemented.

This role does not include speaking live with customers but is a liaison between departments to resolve or escalate customer inquiries. It requires excellent English writing and comprehension including deciphering and interpreting abbreviated notes written by others.

What you’ll do:
• Provide ongoing support for service delivery.
• Serve as the initial point of contact for assigned cases.
• Perform analysis on incoming case flow:
- Review assigned cases for accuracy.
- Ensure correct assignment of cases.
- Conduct research to resolve and close assigned cases.
- Enhance case notes with completed research.
- Provide case resolution to the employee.
• Utilize Service Center tools and technology to research and resolve cases including Salesforce, bswift, SOPs, processing guides, etc.
• Prioritize assigned work and adjust priorities as instructed
• Monitor and update all assigned cases.
• Identify & escalate trends to the manager.
• Analyze & identify areas for improvement in the case routing process.
• Respond to inquiries in a timely manner.
• Proactively provides coaching of other analysts
• Supports extra projects and/or cross-functional activities
• Maintains/creates SOPs
• Runs and analyze reports; looks for trends
• Technical support
• Assists with team audits
• Attends internal meetings then shares knowledge
• Provides back-up manager support
• Supports peer group by sharing ideas and learnings

Required Qualifications:
• Proficiency in MS Office products, including MS Excel (pivot tables and data validation) and Word.
• Exceptional English writing skills for clarity, conciseness
• Experience with bswift system and Salesforce.
• Ability to think creatively and outside the box.
• Strong problem-solving skills.
• Experience with U. S benefits administration system and/or payroll.

Preferred Qualifications:
• Prior experience in call center
• Bachelor’s degree college or university; or equivalent combination of education and experience

At bswift, our mission is clear: Become the preeminent benefits administrator through exceptional people, innovative technology, and delighted customers. And our values are at the heart of everything we do to accomplish that mission. We Pursue Excellence, Embrace Accountability, Deliver Superior Service, and strive to Be A Great Place To Work. We take pride in having an engaged, collaborative team that goes the extra mile to get the job done right.  

 bswift has been regularly named one of Chicago’s Best and Brightest Companies to Work For®, as well as one of the Nation’s Best and Brightest Companies to Work For® year after year. We offer a fun, flexible, and creative environment where you can grow both professionally and personally. 

If you have what it takes to join our award-winning culture, we’d love to hear from you!