Job description:

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
 

͏ Do

• Support process by managing transactions as per required quality standards
  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract 
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

͏

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

͏

• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

͏ Deliver
 NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

Job Summary

The developer for the ReconLink platform is responsible for designing, developing, and maintaining Alteryx workflows that support complex reconciliation, data validation, and analytical processes. This role focuses on transforming large, multi‑source datasets into accurate, actionable insights that ensure data integrity across operational and client‑facing systems. The ideal candidate combines strong analytical thinking with technical expertise and a deep understanding of reconciliation processes to proactively identify issues, trends, and improvement opportunities.

Key Responsibilities

Analytics & Reconciliation

• Design, develop, and maintain scalable Alteryx workflows to support reconciliation, validation, and exception management processes.
• Analyze complex datasets to identify trends, anomalies, and data integrity issues, and clearly communicate findings to business and technical stakeholders.
• Perform root cause analysis on reconciliation breaks and data discrepancies, recommending corrective and preventive actions.
• Ensure accuracy, completeness, and consistency of data flowing across upstream and downstream systems.

Technical Development & Automation

• Build reusable, well‑documented Alteryx workflows using best practices for performance, maintainability, and scalability.
• Integrate Alteryx with databases, flat files, APIs, and downstream reporting or operational systems.
• Automate recurring reconciliation and analytical processes to reduce manual effort and operational risk.
• Support workflow scheduling, monitoring, and troubleshooting in Alteryx Server or equivalent execution environments.

Collaboration & Stakeholder Support

• Partner with Product Owners, Business Analysts, Operations, and external partners to understand reconciliation requirements and translate them into technical solutions.
• Provide analytical insights and recommendations to leadership and business stakeholders to support informed decision‑making.
• Serve as a subject matter expert for reconciliation logic, Alteryx workflows, and data analysis techniques.
• Review and peer‑validate analytical workflows to ensure quality, accuracy, and alignment with business needs.

Quality, Controls & Continuous Improvement

• Develop and maintain documentation for workflows, reconciliation logic, and operational procedures.
• Monitor reconciliation performance metrics and proactively identify opportunities for process optimization and risk reduction.
• Contribute to the definition and adoption of analytical and reconciliation best practices across the team.
• Support audits and compliance activities by providing clear traceability and documentation of reconciliation processes.

Required Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Data Analytics, Finance, or equivalent practical experience.
• 3+ years of hands‑on experience developing Alteryx workflows for data analysis, reconciliation, or automation.
• Strong analytical and problem‑solving skills with the ability to interpret complex data sets.
• Experience working with relational databases and strong SQL skills.
• Proven ability to design, document, and support end‑to‑end reconciliation or data validation processes.
• Strong verbal and written communication skills, with the ability to explain technical findings to non‑technical audiences.

Preferred Qualifications

• Experience supporting financial, enrollment, or operational reconciliation processes in regulated or high‑volume environments.
• Exposure to Python or other scripting languages integrated with Alteryx.
• Experience with data quality frameworks, controls, and exception management.
• Familiarity with Agile delivery methodologies and collaborative development environments.
• Experience working with healthcare, insurance, or large enterprise data ecosystems.

Key Competencies

• Analytical Thinking & Attention to Detail
• Technical Problem Solving
• Data Integrity & Quality Mindset
• Process Automation & Optimization
• Stakeholder Collaboration
• Clear Documentation & Knowledge Sharing