Client Engagement Experience/IVR Business Analyst

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Date: Jul 30, 2022

Location: White Plains, NY, US

Company: New York Life Insurance Co

 

 

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

 

Client Engagement Experience/IVR BA

 

The Client Engagement Experience/IVR Business Analyst will be responsible for supporting initiatives aimed to integrate service capabilities across products, channels, and touch points with a focus on the Interactive Voice Response (IVR) telephony platform.   This role will require skills in business analysis, systems analysis, documentation of business/functional requirements, customer relationships, solution recommendations, and decision making.  This role must possess an understanding of insurance and/or annuity products as well as mainframe, distributed and web technologies. 

 

Key Responsibilities:

  • Interact with business areas, conduct analysis, and document business processes, call flows and requirements
  • Serve as a liaison between the business and technology teams
  • Ability to work with our technical partners to achieve efficient and effective solutions
  • Verify that the implemented solution meets the requirements
  • Analyze and interpret business requirements/user stories into functional requirements and specifications that have an appropriate level of detail suitable for use by the technology teams
  • Create and update Call Routing Flows and User Interface design documentation based on business requirements
  • Solicit business requirements using walk-throughs, document analysis, user stories, use case scenarios, business analysis, and workflow analysis
  • Write clear and concise requirements ensuring that the statements are complete, consistent, concise, comprehensible, feasible, unambiguous, traceable and verifiable
  • Support business and Agile teams to ensure key deliverables are met in an accurate timely manner
  • Assist in the troubleshooting of problems and issues; make recommendations and provide alternative solutions when it applies
  • Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats

 

Requirements:

  • Strong written and verbal communication skills with the demonstrative ability to work with all levels within the organization
  • Strong analytical, decision-making and problem-solving skills
  • Strong attention to accuracy and detail
  • Uses best practices and knowledge of internal or external business issues to improve services
  • Interprets business challenges, identifies trends and recommends best practices
  • Explains difficult or sensitive information; collaborates with others to build consensus
  • Makes cross-functional decisions and identify end-to-end impact
  • Must be team oriented in interacting with a diverse group
  • A proactive self-starter with the ability to work independently with limited supervision
  • Ability to work in a fast-paced environment and manage multiple simultaneous priorities
  • Ability to work in an Agile environment

 

Required Qualifications

  • Bachelor’s degree with relevant experience
  • 3+ business analysis/systems analysis experience
  • Previous experience working in the Insurance, Annuities and/or financial industry would be a plus
  • Natural Language Call Center IVR experience is a plus
  • In depth knowledge of all transactional aspects of the life cycle of an insurance policy (underwriting, issuance, lapses, conversions, mortality, etc.) or annuity policy would be a plus
  • Knowledge of application programming interfaces (APIs) and data preferred
  • Strong SQL is a plus
  • Application development experience is a big plus  
  • Skilled in advanced Microsoft Office skills (Word, Excel, PowerPoint, etc.), JIRA, SharePoint and Visio
  • Previous experience with service and regulatory projects would be a plus
  • Knowledge of Agile methodologies (Scrum, Kanban, etc.) preferred

 

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.

Job Requisition ID: 87007

 

 

 


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Nearest Secondary Market: New York City

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