Complaints Analyst Junior - National Remote

Optum; Dallas (TX); Remote; USD 59,000 - 117,000; Full time

Job summary

Join a forward-thinking organization dedicated to improving health outcomes through innovative solutions. In this full-time role, you will be part of a dynamic Complaint Management Team, ensuring effective handling of customer complaints while collaborating with various business lines. This position offers the chance to develop your skills in a supportive environment that values diversity and inclusion. You'll enjoy the flexibility of telecommuting, making a meaningful impact on the communities served. If you're ready to contribute to advancing health equity, this opportunity is for you!

Benefits

Comprehensive benefits package

Incentive and recognition programs

Equity stock purchase

401k contribution

On-the-job training

Qualifications

• 3+ years of experience in financial services.
• Experience with complaints & escalations processes.
• Ability to work full time and flexible hours.

Responsibilities

• Manage the complaint management process and ensure timely resolution.
• Conduct complaint research and root cause analysis.
• Collaborate with internal stakeholders for effective complaint handling.

Skills

Analytical skills

Reconciliation skills

Stakeholder collaboration

Complaint management

Communication skills

Education

High School Diploma/GED

Tools

ServiceNow

Customer Relationship Management platforms

Job description

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

This position will be part of the Complaint Management Team within the Optum Bank Compliance Team and will be responsible for executing the Optum Financial / Bank's complaint management program. This role is expected to be perform understand policies and procedures, complaint identification and capture processes, complaint resolution, notification, root cause analysis and any corresponding process improvements. The role will work closely with multiple business lines and centers of excellence within the Bank and its affiliates to fully oversee and execute over the complaint lifecycle.

This position is full time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm. It may be necessary, given the business need, to work occasional overtime.

We offer 4 weeks of on-the-job training. The hours of training will be aligned with your schedule.

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Assist with the management of the centralized complaint management process to ensure complaints, regardless of the channel through which they are submitted, are appropriately recorded, and categorized, investigated thoroughly, and resolved timely


• Work with internal stakeholders to conduct complaint research/ investigations and to conduct complaint root cause analysis


• Conduct customer outreach to understand customer concerns, draft response communications


• Maintain regulatory touchpoints essential for a successful complaint management program


• Stay abreast of federal and state regulatory changes related to products offered by Optum Financial and Optum Bank


• Collaborate with Compliance and Program Management teams to identify complaint trends and escalate concerns as necessary to assess compliance impact and regulatory risk


• Utilize available tools to conduct retroactive topical complaint reviews, build and support change recommendations for continuous improvement programs.

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma/GED


• Must be 18 years of age OR older


• 3+ years of experience in the financial services industry


• Experience with complaints & escalations processes within financial services


• Analytical and reconciliation skills with attention to detail


• Experience collaborating closely with key stakeholders


• Experience with ServiceNow or other Customer Relationship Management platforms


• Ability to work full time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• 2+ years of experience in legal, risk or compliance, with experience supporting a financial services customer feedback / complaint management program


• Experience with Bank operations

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)


• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.


• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

Soft Skills:

• Ability to work independently


• Experience in volume driven and time sensitive environment


• Must have excellent organizational and time management skills, and ability to handle multiple cases at once in several case management systems while meeting strict deadlines


• Strong written & verbal communication skills


• Ability to stay calm and effective under pressure

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

The salary range for this role is $59,500 to $116,600 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

OptumCare is a drug - free workplace. Candidates are required to pass a drug test before beginning employment

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