Resolution Analyst: Benefit & Enrollment Specialist

Aon plc; Alpharetta, Northern (GA, KY); Hybrid; USD 40,000 - 45,000; Full time

Job summary

Aon is seeking a Resolution Analyst in Alpharetta, GA to handle benefit, cancellation and enrollment escalations. You will manage calls, analyze required documents, and provide timely, accurate responses while maintaining service levels in a hybrid environment.

Ideal candidates have 1+ year in debt cancellation/benefits, strong communication skills, and proficiency with Microsoft Office. Bilingual candidates are preferred to support a diverse client base.

Qualifications

• 1 year of debt cancellation/benefits industry experience or like
• Customer service experience
• Bilingual preferred
• Strong communication and listening skills
• Ability to multi-task and manage time effectively
• Write clearly and concisely
• Strong analytical and problem-solving skills
• Maintain quality focus
• Ability to work independently and in a team
• Proficient in Microsoft Office Suite
• Ability to work virtually

Responsibilities

• Answer incoming calls and make outbound customer service calls
• Process escalated related transactions in a timely and accurate manner
• Review and analyze documentation needed to process an escalation
• Review daily follow-up status reports to prioritize daily inventory
• Respond to customers with solutions or alternatives
• Practice active listening and clarify information to defuse situations
• Maneuver through various systems while assisting customers
• Document inquiries and actions taken to resolve issues
• Meet or exceed production and quality metrics with good service

Skills

Industry experience

Customer service

Bilingual

Communication

Multi-tasking

Written communication

Analytical thinking

Quality focus

Teamwork

Independent work

Education

High School Diploma or GED

Associate/Bachelor degree preferred

Tools

Microsoft Office Suite

Job description

Aon is seeking a Resolution Analyst in Alpharetta, GA to handle benefit, cancellation and enrollment escalations. You will manage calls, analyze required documents, and provide timely, accurate responses while maintaining service levels in a hybrid environment.

Ideal candidates have 1+ year in debt cancellation/benefits, strong communication skills, and proficiency with Microsoft Office. Bilingual candidates are preferred to support a diverse client base.