Customer Integration Analyst

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee technology implementation initiatives within a designated territory.

• Serve as the intermediary between internal teams, external technology partners, and clients.

• Confirm implementation feasibility once Salesforce completes a sale and designates a technology partner.

• Facilitate comprehensive coordination of integration processes from start to finish.

• Compile and oversee product details, client information, rate structures, and various implementation elements.

• Deliver thorough implementation packages to technology partners for site development.

• Engage with the compliance team once the site is ready.

• Function as the main technology contact and coordinator for implementation projects.

• Ensure prompt support on all cases within one business day and respond to emails within that timeframe.

• Provide redirects and soft handoffs for emails received on behalf of other individuals or teams within 24 hours.

• Complete and submit status updates on necessary reporting within specified timeframes.

• Review reports daily to manage projects, identify new projects and tasks, and prevent delays.

• Finalize reporting updates within one business day unless otherwise specified.

• Administer Salesforce project steps to ensure timely routing of work to internal partners.

• Assess ETS OE Requests and case setup documents in Salesforce.

• Uphold intake SLA for case implementations within two business days of being marked “Ready for ETS.”

• Report any missing or inaccurate case setup items to the SSAM in Salesforce.

• Maintain and update the “Enrollment Platform Ready Date” field.

• Document technology case specifics in Salesforce Chatter and/or notes.

• Create and distribute IPs for new and modified projects within the established SLA.

• Develop and communicate product specifications to platform vendors.

• Upload IPs and supporting documentation to Salesforce project Files and the Case Folder in SDF.

• Conduct peer reviews of IPs and submit National Account IPs to NAM for additional peer review.

• Provide case build review materials to QA and Actuary teams.

• Perform initial reviews of QA materials and Salesforce fields prior to QA submission.

• Ensure AB Certified products and requisite fields are accurately identified.

• Address QA issues and secure Compliance and Actuary approvals when necessary.

• Establish SFTP routines and troubleshoot setup and initial file issues.

• Transfer test files to assigned IPAs and document the handoff in Salesforce.

• Update file status and received dates under Product ETS Details.

• Assist in ensuring IPAs receive production files following test file completion.

• Act as an internal consultant regarding electronic enrollment issues beyond active projects.

• Collaborate with other teams to resolve implementation-build, case setup, and EE Nav challenges.

• Adhere to the three-step escalation procedure and involve management after the third attempt or when projects extend over several months.

• Identify TIC process gaps and propose enhancements for customer experience.

• Collaborate cross-functionally on case-level enrollment strategy matters and corporate initiatives.

• Manage documentation and information related to technology partners.

• Maintain thorough TIC system and process documentation in OneNote.

• Contribute to the TIC OneNote project.

• Build relationships with AB sales representatives and provide updates to customers, broker feedback, and sales-related action items.

⛳️ Requirements

• Bachelor's degree in a related field or equivalent work experience.

• Excellent communication skills.

• Ability to adapt to daily changes.

• Proficient in Microsoft applications.

• In-depth knowledge of company file specifications.

• Ability to manage Salesforce project steps effectively.

• Capability to review ETS OE Requests in Salesforce.

• Competence to create and dispatch IPs for new and modified projects as needed.

• Ability to conduct peer reviews of IPs.

• Proficiency in reviewing builds and collecting QA items.

• Ability to resolve QA issues and secure approvals from Compliance and Actuary when required.

• Skill in setting up and troubleshooting SFTP file routines.

• Ability to follow the three-step escalation procedure.

• Strong collaboration skills with cross-functional departments and technology partners.

🏝️ Benefits

• Paid sick leave.

• Medical/Dental (optional).

• 401(k) Retirement Plan (optional).

• Employer-paid life insurance.

• Employer-paid short-term disability.

• Optional life insurance.