Senior Back Office Analyst

About the role

The Senior Back Office Analyst plays a key role in the success of the Back Office Department by supporting daily operational processes, ensuring accurate and timely processing of customer correspondence and enrollment-related activities, and contributing to departmental projects and initiatives. This position serves as a senior resource and subject-matter expert for Back Office processes and procedures. The Senior Back Office Analyst is responsible for identifying opportunities to simplify and improve processes, reduce manual touchpoints, enhance efficiency, and support automation initiatives.

Responsibilities

• Lead and support the processing of physical mail, including incoming and outgoing customer correspondence.
• Assist with daily Mail Enrollment file processing, ensuring timely and accurate daily file delivery from vendors; partner with IT and vendors to resolve issues.
• Support the enrollment process for adhoc channels including co-ops, blanket programs, warranty programs, and other special enrollment initiatives, ensuring successful intake and system enrollment.
• Ensure all marketing and retention test mail responses are processed within SLA. Track, analyze, and report on performance trends and outcomes.
• Lead the Back Office Communication letter process, including the Unable to Enroll.
• Identify automation opportunities to reduce manual touchpoints.
• Serve as a senior resource and subject-matter expert for Back Office processes and procedures.
• Mentor and provide guidance and support to Back Office Analysts.
• Provide backup support to the Back Office Manager as needed, including assisting with daily operational needs and departmental priorities.
• Support the Back Office Manager in monitoring operational performance and identifying opportunities to improve processes, efficiency, and service levels.
• Identify and communicate operational issues, process gaps, opportunities for improvement, and potential customer impacts to the Back Office Manager and/or Enrollment leadership to support timely resolution.
• Maintain a strong working knowledge of Enrollment functions and cross-functional processes, including Billing/Finance, Fulfillment, Call Center, STS, and Partner Support.
• Ensure standard operating procedures and process documentation are accurate, current, and maintained to support consistent execution and effective training.
• Collaborate with cross-functional teams, vendors, and internal partners to support operational initiatives, troubleshoot issues, and implement process improvements.
• Support departmental projects, testing, process changes, and other business initiatives as needed.

Essential Functions

• Lead Back Office Communication Process — 25%
• Support Mail Enrollment File Processing — 25%
• Mentor and provide guidance to Back Office analysts — 10%
• Lead and Support Ad Hoc Back Office Projects and Initiatives — 25%
• Process Improvement — 15%

Requirements

• Minimum of an Associate’s degree; Bachelor’s degree preferred, in Business Administration, Operations, Information Technology, or a related field. Equivalent professional experience may be considered.
• Minimum 3 years of experience in operations, enrollment, back-office processing, or a related business function.
• Strong analytical, problem-solving, and process improvement skills, with the ability to identify trends and recommend actionable solutions.
• Detail-oriented with strong organizational and time management skills. Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to mentor and support team members and serve as a knowledgeable resource for business processes and procedures.
• Proficiency with Microsoft Office, particularly Excel, and the ability to learn and effectively use business systems and technology.

Minimum Physical Requirements

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work.

• Regularly required to listen, talk and hear.
• Frequently required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone.
• Occasionally required to stand; walk; sit; and reach with hands and arms.
• Occasionally lift and/or move up to 15 pounds.
• Specific vision abilities required include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate to low.