Binding Minds Inc. (Certified Disability Owned Business Enterprise)

Compensation

Full Description

Binding Minds Inc. is a Certified Disability Owned Business Enterprise, and they are seeking a Senior Customer Support Analyst to support the program management team. The role involves handling complaints, managing reimbursement processes, ensuring quality assurance, and driving customer feedback improvements. Responsibilities • Addressing all MPSC complaints and Executive Consumer Affairs web complaints (approximately 250 per year) • Managing "I Can Help" requests • Adhering to the required service level guidelines • Serving as a real-time resource for the call center to resolve customer issues before they escalate into formal complaints. Supporting two separate call center companies • Reviewing and processing over 2,500 reimbursement requests and 19,000 Greenbacks claims • Currently, response times do not meet the desired average of 3 business days, often extending up to 30 days depending on volume and seasonality • Monitoring over 80 call center FTEs for quality assurance during week call calibration sessions and providing feedback • Ensuring adherence to proper HPP training guidelines • Driving sales and retention efforts at the call center/Participating in weekly huddles • Reviewing all Net Promoter Surveys • Responding to NPS ticket complaint requests for callbacks (about 20 per week) • Using Continuous Improvement (CI) to reduce complaints and improve customer satisfaction and Net Promoter scores • Maintaining the customer journey map and tracking progress for improvements • Creating reports for weekly/monthly General manager meetings and/or Director/VP report outs on performance metrics Skills • Experience in complaint and escalation handling • Ability to manage high volumes of requests and complaints • Knowledge of service level guidelines • Experience in reimbursement and claims processing • Ability to review and process reimbursement requests and claims efficiently • Experience in quality assurance and training within a call center environment • Ability to monitor and provide feedback to call center staff • Experience in driving sales and retention efforts • Ability to analyze customer feedback and implement improvements • Experience in creating performance reports for management Company Overview • Binding Minds, Inc is a certified diverse business that promotes “Diverse Hiring at Workplace”. It was founded in 2011, and is headquartered in Hillsborough, New Jersey, USA, with a workforce of 51-200 employees. Its website is https://binding-minds.com.