Resolution Analyst

Aon
United States
Workplace: HybridFull timeUSD 40,000 - 45,000 annuallyFunction: Customer Support (Service Desk)Experience: 1+ yearsEducation: high_schoolSkills: ["Communication","Active listening","Multi-tasking","Analytical problem-solving","Quality focus"]

Handle benefit, cancellation, and enrollment escalations for customers via inbound and outbound phone calls. Process and review escalated transactions, confirm required documentation, and manage daily inventory to meet contractual service levels. Use active listening and clear communication to answer questions, resolve complaints, and document inquiry details while meeting production and quality metrics in a hybrid schedule in the Alpharetta, GA office.

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FursaFursa
Aon
Aon
1 day ago

Resolution Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Handle benefit, cancellation, and enrollment escalations for customers via inbound and outbound phone calls. Process and review escalated transactions, confirm required documentation, and manage daily inventory to meet contractual service levels. Use active listening and clear communication to answer questions, resolve complaints, and document inquiry details while meeting production and quality metrics in a hybrid schedule in the Alpharetta, GA office.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Answer incoming calls and make outbound customer service calls to assist with benefit, cancellation, and enrollment processes.
  • •Process escalated transactions in a timely and accurate manner.
  • •Review and analyze what documentation is needed to process an escalation.
  • •Review daily follow-up status reports to prioritize and manage daily inventory to meet contractual service levels.
  • •Document customer inquiries/complaints and actions taken while striving to meet production and quality metrics.

Pay and Benefits

Salary: USD 40,000 - 45,000 annually
Equity and Bonus:Equity
Perks:401kHealth InsuranceDentalVisionPaid LeaveLife Insurance

Key Requirements

  • •At least 1 year of industry-specific experience in debt cancellation/benefits (or a similar industry).
  • •Customer service experience.
  • •Strong communication and listening skills.
  • •Ability to multi-task and manage time effectively.
  • •High school diploma or GED is required (Associate/Bachelor degree preferred).
Experience:1+ yearsDebt cancellationBenefitsCustomer serviceLending
Education:High School
Skills:CommunicationActive listeningMulti-taskingAnalytical problem-solvingQuality focus
Tech Stack:Microsoft Office Suite

Company Brief

Aon
Global professional services firm providing risk, retirement, human resources, and insurance brokerage solutions to clients worldwide, including consulting, reinsurance, and data-driven risk management services.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1982
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Glassdoor: 3.9
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