Account Operations Analyst

The Account Operations Analyst is responsible for monitoring and tracking client specific projects throughout BluSky and addressing any issues or hurdles that may lead to a negative client experience.

PRINCIPAL DUTIES & RESPONSIBILITIES

• Provide excellent customer experience by three main approaches:
• Supporting our offices so we strengthen our team members to understand the expectations of the account and what they need to do to be successful.
• Monitor all aspects of each project within the assigned account. From communication through payment so that any potential issue is caught prior to it becoming a client issue.
• Depending on the issue and severity, escalate internally to specified team members to address the concerns and ensure a positive experience for our customers.
• Monitor companies' overall compliance of the client experience within an assigned account on communication, quote approvals, invoicing instructions, client specific guidelines and customer service.
• Heavy written communication with internal team members.
• Escalate as needed internally when timelines and protocols are not met by team members.
• Data Entry and logging communications between clients and team members in client specific portals.
• Log and track activity related to assigned task lists within relevant systems (i.e. progress updates, quotes and invoices, promise-to-pay dates)
• Coordinate with Project Coordinators and Collection Resolution Managers on invoice creation, delivery and follow up within the collections escalation framework.
• Communicate with clients as needed for required collections activity, any documentation that is needed to submit in their portals, and addressing administrative needs.
• Collect and submit all necessary paperwork and documentation to ensure payment can be processed.
• Prepare and support internal team members on account specific instructions.
• Update client team rosters and protocols as needed. Work with various systems to share important information.

SUPERVISORY RESPONSIBILITY:

This role has no direct reports.

QUALIFICATIONS & REQUIREMENTS:

• Excellent written and verbal Communication Skills.
• Proficient in Microsoft Suite, including Excel and Word.
• Demonstrated computer capabilities, willingness to learn new systems.
• Strong problem-solving skills
• Willingness to suggest areas for improvement, comfort escalating matters
• Must be willing to be on camera for virtual meetings.
• Comfort interfacing with clients.
• Independent worker and self-motivated.

EDUCATION:

Bachelor's degree or commensurate experience preferred.

WORK ENVIRONMENT & PHYSICAL JOB DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

This position plays a crucial role in supporting our operations that run 24 hours a day, 7 days a week. The nature of this role requires a high degree of flexibility, as it entails working various shifts that may include days, nights, weekends, and holidays. This flexibility is essential to ensure that we consistently meet the needs and expectations of our customers, regardless of the time or day. Employees must be prepared to adapt their schedules as necessary to maintain seamless operational continuity and high levels of customer service.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 25 pounds. While performing the duties of this job, the employee is regularly required to sit; use hands and fingers, reach with hands and arms, talk and hear. The employee is required to regularly move and walk around the office.

TRAVEL:

Minimal travel. Some out-of-area and overnight travel may be expected for training or meetings.

COMPENSATION:

BluSky offers a competitive base salary, a bonus plan for qualified positions, and a comprehensive benefits package that includes: a matching 401(k) plan, health insurance (medical, dental and vision), paid time off, disability, equipment appropriate to the position (i.e.: laptop, smart phone, etc.), and corporate apparel allowance.

BluSky also offers extended benefits such as: Hybrid Work, Employee Assistance Program, Accident & Critical Illness Coverage, Vendor discounts and more.

EEOC:

BluSky is dedicated to the principles of equal employment opportunity. BluSky prohibits unlawful discrimination against applicants or employees on the basis of age 40 or over, race, sex, color, religion, national origin, disability, genetic information, sexual orientation, or any other applicable status protected by Federal, State, or local law.

It is and will continue to be the policy of BluSky that all persons are entitled to equal employment opportunity based on their individual qualifications, performance, and potential without regard for any protected status, as required by state and federal law.