Customer Operations Process Assistant with CUNA Mutual Group: Unspecified

1. Forms Management: Responsible for forms management duties supporting all of Waverly Customer Operations. Key duties include coordination of service form revisions, development/ordering of new forms, monitoring inventory and coordinating reorders, and ordering forms from inventory. The scope includes electronic (LPES FAR files) as well as paper forms, including envelopes.

The incumbent will coordinate with the forms owners and suppliers to ensure all forms are maintained and updated in a timely manner and an adequate supply exists at all times. This will require overall knowledge of the business requirements for each form, knowledge and skill in forms management procedures and processes. Incumbent will utilize communication and problem solving skills, including the ability to expedite orders when necessary, to ensure an adequate supply of critical forms. Due to some forms requiring state approval and filing, attention to detail for proper approvals and version control is critical.

2. Complaints: Using the assigned recording tool, document and distribute complaints (verbal and written) according to time requirements. Locate necessary information using applicable administrative systems such as ADDM, L70, MemberSearch, Wasp, etc.

3. Functional Support: Prepare department/process reports and perform updates to department records as needed. This includes monthly reports as well as ad hoc requests for items such as department rosters, directories, department metrics, distribution lists, staffing models, Avaya reports, etc. Prepare, distribute, and post materials as requested and ensure timely updates are completed. Assist managers with developing and running reports on various systems.

Assist with functional needs as they arise, such as data gathering and reporting on quality audit results, gather files and supporting documentation as needed for insurance examinations, internal or external audits, etc. Provide support in areas of research, preparing educational packets, coordination of special events, developing and placing visual reminders throughout the teams, assisting with bimonthly leadership meetings, etc. Assist with employee recognition programs, coordinating the nomination process and recognition presentations, driving communications, arranging awards, and posting recipient announcements. In addition, provide assistance for ad hoc department or company recognition events.

4. Project Support: Provide support to projects and initiatives upon request of Customer Operations leadership. Includes work with process improvements, ad hoc initiatives where support is needed for coordination, communication, preparation and dissemination of materials and information, scheduling group meetings, report preparation, developing presentation materials, documenting issues or decisions, etc.

1. 3 - 5 years experience in administrative support roles in business environment.

2. Proven skill with office tools, Excel, Powerpoint, Word, Outlook, Marketing Port, etc.

3. Demonstrated solid organizational skills, with attention to detail.

4. Ability to take initiative and work independently, handling tasks that are not well defined.

5. Strong decision making and judgment skills, applying general knowledge to specific situations.

6. Well developed interpersonal and communication skills. Ability to work with individuals at all levels.

7. Overall knowledge of Waverly Customer Operations functions and understanding of business needs, critical success factors, etc.

Interested candidates may send their resume to Hank Gehron, CUNA Mutual Staffing Partner at hank.gehron@rightthinginc.com.

EOE