ESIS - Application Support Analyst

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 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

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 a...