ESIS - Application Support Analyst

Chubb in; Philadelphia (Philadelphia County); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Stock purchase plan

Tuition reimbursement

Business casual dress

Retirement savings plan

Health, dental and vision coverage

Job summary

ESIS, Inc., a Chubb company, is seeking an Applications Support Analyst (Finance) to join the Tier 2 Help Desk. You will provide customer service support for internal organizations and external ESIS clients regarding finance applications.

Responsibilities include handling incoming calls, logging issues, prioritizing problems, and coordinating with IT development teams to resolve issues and perform user training when needed.

Qualifications

• Strong analysis and troubleshooting skills.
• Excellent written and oral communications.
• Detail oriented with commitment to successful projects.
• Experience with claims processing and ESIS workflows is a plus.
• Ability to juggle multiple projects and priorities.

Responsibilities

• Answer incoming calls about application issues, service questions, or concerns.
• Be an active member of the Tier 2 Help Desk and handle requests professionally.
• Maintain professionalism with clients to build positive rapport.
• Update caller and complaint information in the tracking database after calls.
• Participate in training for Tier 2 systems and new releases.
• Act as a customer advocate to escalate issues to management and IT teams.
• Categorize items (training, bug fix, enhancement, major problem) and ensure remediation.
• Research claim/data feed issues between applications.

Skills

Analytical skills

Troubleshooting

Organizational skills

Detail oriented

Interpersonal skills

Written & oral communication

Technical writing

Multi-tasking

TPA/claims processing knowledge

ESIS ECOS/OMNI workflows knowledge

Job description

ESIS - Application Support Analyst (Finance)

ESIS, Inc., a Chubb company, provides claim and risk management services to a wide variety of commercial clients. ESIS' innovative best-in‑class approach to program design, integration, and achievement of results aligns with the needs and expectations of our clients' unique risk management needs. With more than 60 years of experience, and offerings in both the U.S. and globally, ESIS provides one of the industry's broadest selections of risk management solutions covering both pre and post‑loss services.

Description

This job is a member of the ESIS Tier 2 Help Desk, providing customer service in support of internal organizations (client services, claims, business teams, etc.) as well as external ESIS clients.

Responsibilities

Responsibilities include:

• Answer incoming customer calls regarding application issues, service questions or general concerns.
• Be an active member of a customer service team by handling all work requests received professionally and on a timely basis.
• Maintain a high level of professionalism with internal and external clients with a goal of establishing a positive rapport with every caller.
• Update caller and complaint information in the tracking database after every call.
• Participate in training on all Tier 2 area systems to ensure appropriate knowledge of the apps in their current state and prior to a new release.
• Act as a customer advocate to ensure that application issues/problems reported by customers are logged, prioritized and problems which adversely affect customers are brought to the attention of management and Chubb IT development teams.
• Correctly categorize items worked as user training, bug fix, enhancement request, major problem. Follow through to ensure items are assigned to a trainer, developer or BA for remediation.
• As a member of the help desk, applicant will also be responsible for researching claim/data feed issues between applications.

Qualifications

• Strong analysis and troubleshooting skills
• Strong organizational skills
• Must be detail oriented and have a strong commitment toward the delivery of successful projects
• Excellent interpersonal skills
• Excellent written and oral communications skills
• Excellent technical writing skills
• Ability to juggle multiple projects and competing priorities
• Strong background in TPA functions and/or claims processing
• Knowledge of ESIS claim systems and workflows (ECOS/OMNI claims processing including payments, Apollo, MCC/MBR, CRIS, CDW, etc.) a huge plus

Benefits and Compensation

• Chubb offers a competitive compensation package and comprehensive benefits package including life, health and dental, vision, a generous retirement savings plan, disability coverage, stock purchase plan, flexible spending accounts, tuition reimbursement, and business casual dress.

Equal Employment Opportunity

Chubb strives to offer a diverse and inclusive and rewarding work environment. Teamwork and mutual respect are central to how Chubb operates and we believe the best solutions draw upon diverse perspectives, experiences and skills. We operate in such a way where everyone, regardless of their singular background has the opportunity to contribute to our collective success.

Chubb offers a competitive compensation package and comprehensive benefits package including life, health and dental, vision, a generous retirement savings plan, disability coverage, stock purchase plan, flexible spending accounts, tuition reimbursement, and business casual dress. At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religion, age, sex, sexual orientation, transgender, national origin, disability, genetic information, veteran, or marital status, or any other characteristic protected by law.

At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.