Operations Support Specialist [AQ-10746]

About the role

Join a leading organization in the financial services sector that is dedicated to fostering strong relationships with its independent partners. This enterprise focuses on delivering innovative solutions and exceptional support, impacting a broad network of professionals. As a dynamic and detail-oriented individual on the frontline strategy team, you will leverage your problem-solving prowess to navigate complex inquiries and support a vital network of independent partners. This role is pivotal in resolving critical issues, streamlining operations, and contributing to a thriving ecosystem in a fast-paced, agile environment.

Responsibilities

• Manage support email channels, responding to inquiries from independent partners and internal teams regarding program details, technical issues, and general questions.
• Serve as an escalation point for complex inquiries, utilizing multiple systems, program resources, and internal partnerships to research, diagnose, and resolve questions related to eligibility, fulfillment, activity, payment status, and technical or system-related issues.
• Monitor incoming requests, prioritize work effectively, and manage inquiries through resolution according to established service-level expectations.
• Track open inquiries, follow up on outstanding items, document actions taken, and ensure timely resolution.
• Collaborate with program managers, distribution teams, IT, data, and vendor/fulfillment teams to resolve complex issues as needed.
• Identify recurring inquiry trends, system defects, knowledge gaps, or process breakdowns, and communicate findings to program managers and business partners.
• Support weekly reporting on inquiry volume, themes, resolution status, and performance trends.
• Maintain and enhance inquiry documentation, response templates, escalation paths, and standard operating procedures for email management.
• Participate in meetings with program managers as required.

Requirements

• Proven experience providing Level 2 technical support or similar operational support, issue resolution, inquiry management, account support, or troubleshooting complex customer/partner questions.
• Strong problem-solving and investigative skills, with the ability to research questions across multiple systems, resources, and teams.
• Exceptional written communication skills, capable of conveying complex information clearly and concisely.
• Excellent organizational and prioritization skills, with the ability to manage competing demands effectively.
• Sound judgment, knowing when to resolve issues independently and when to escalate appropriately.
• Curious, adaptable, and customer-focused mindset.
• Ability to work independently, take initiative, and navigate ambiguity.
• Comfortable learning new technology and understanding interconnected internal systems.
• Deadline-driven and able to maintain accuracy while working quickly.
• Inquisitive and possessing a root-cause problem-solving approach.
• Agile and adaptable in a fast-paced environment.

Qualifications

• Experience in customer support operations, customer success, sales/channel operations, program operations, or marketing operations (nice-to-have).
• Familiarity with B2B marketing, incentive/rewards programs, or independent agent channels (nice-to-have).
• Insurance industry experience (nice-to-have).

Benefits

Eligible talent get access to amazing benefits including:

• Subsidized health, vision, and dental plans.
• Paid sick leave.
• Retirement plans with a match.
• Free online training through Aquent Gymnasium.