Onboarding Process Analysts

Work at Home
Immediate

Job Description

Innovative, Dynamic, Fast Pace and Collaborative, these are just some of the words that our employees use to describe us but hey - don’t just take it from us - become a part of BroadPath today and experience our Culture of Constant Connection! At BroadPath we strive to transform the modern workplace by embracing the spirit of revolution coupled with advanced technology to create an experience out of the every day . BroadPath is currently hiring an Onboarding Process Analyst! Our Onboarding Process Analyst will be in charge of Agent Licensing and Onboarding Activities related to the Services requested by our Client(s). Our Analyst will have a close working relationship and some shared responsibilities with the site Business Support Liaison. Ability to communicate, partner, and support this other site role is critical to overall onboarding success. You will regularly collaborate with the Training Coordinator and Trainer to promptly complete agent onboarding during the first two weeks of agent Training. Our Onboarding Processing Analyst will also collaborate with the recruiting team to identify students who have passed state license exams, those that have reportable background issues, and are eligible to join the next training class.

Responsibilities

  • Acting as the site-level Agent/Representative onboarding and licensing contact between Vendor and our Client(s) 
  • Evaluate recorded calls to identify areas of service delivery that did not meet performance standards
  • Inform New Hire Agents the week prior to the start of Agent Training Session to outline needed identifications and documents (including background documentation) for the licensing and appointment process
  • Review and update (if necessary) Agent Addresses in (NIPR) prior to first day of training class.
  • Provide timely feedback to Quality Manager, Call Center Operations, Call Center Leadership and assigned Agents
  • Provide timely coaching to agents in conjunction with Supervisor to ensure continuous improvement
  • Collaborate with Quality team to maintain quality standards and ensure proper evaluation methodology
  • Will monitor state licenses and appointments based on Agent license profile
  • Will commonly have conversations with Agents about sensitive background issues
  • Vendor should provide this role with regular or dedicated access to a suitable location with privacy and secure storage for any hard copy documents

Basic Qualifications

 
  • Prior Telesales Experience 
  • Prior successfully work at home experience
  • High School diploma or GED preferred but not required
  • Experience measuring employee performance including coaching to call center metrics 
  • Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.) 
  • Excellent verbal and written communication skills 
  • Ability to remain focused and productive each day though tasks may be repetitive 
  • Must have access to systems, phone, and e-mail to conduct this role. Easy access to a quality scanner on the Vendor’s local network to convert IDs and documentation to PDFs for submission to UHS via email and agent interviews

Preferred Qualifications

  • Preferred background in Agent licensing and State Department of Insurance interaction
  • Ability to compassionately handle sensitive background issues within licensing and privacy guidelines
  • Publiv Notary in home state