Trident BPO

• Review, analyze, and process complex self-funded medical claims from start to finish. • Utilize the WLT system daily to adjudicate claims, ensuring all coding, billing, and pricing rules are applied correctly. • Verify patient eligibility, benefit limits, and plan coverage exclusions based on specific self-funded plan documents. • Identify and investigate claims requiring additional information, such as coordination of benefits (COB), subrogation, or medical necessity reviews. • Maintain strict compliance with all federal and state regulations, including HIPAA and ERISA guidelines. • Meet or exceed established quality accuracy and production turnaround standards.

• Prepare routine monthly journal entries under the direction of the Controller — accruals, prepaid amortization, depreciation, corrections, and reclassifications. • Ensure entries are properly coded to the correct entity, account, and cost center per company policy. • Maintain supporting documentation for all journal entries — clean workpapers that can be reviewed by the Controller or auditors without explanation. • Identify and flag discrepancies or unusual items to the Controller promptly rather than leaving them unresolved. • Complete monthly bank reconciliations for all company accounts across all three entities — reconciled, documented, and submitted within the close calendar. • Reconcile billing and vendor platform activity: match data exported from the enrollment/billing platform to the general ledger and identify any variances. • Reconcile vendor statements monthly for key AP vendors; flag and escalate discrepancies. • Assist with claims disbursement reconciliation for self-funded groups as directed by the Controller and VP of Plan & Payment Integrity. • Monitor AP and AR workflows, which are largely automated — review the exception queue, ensure timely processing, and escalate items that fall outside normal parameters. • Review AP aging report monthly; identify invoices past terms and bring to Controller's attention. • Review AR aging report monthly; flag overdue client balances and coordinate with operations as directed. • Process manual payments or adjustments when required, following established approval workflows. • Maintain accurate and consistent records across all three CWB entities — CWB Holdings, CWB Administrators, and any related entities — following entity-specific accounting policies. • Apply proper intercompany coding for transactions that span entities and flag any items that need intercompany elimination entries. • Follow the Controller's documented policies and procedures for each entity without deviation; surface questions immediately rather than making unsupported judgment calls.

• Learn and proficiently use reservation software (Firefly Reservations) to manage bookings and ensure accurate record-keeping. • Follow up with residents who have incomplete checklist items, record necessary data such as license plates, site services agreements, rent payments, and background checks. • Answer phones during after-hours shifts, primarily from 4:00 PM to 8:30 PM CST, and weekends from 10:00 AM to 6:00 PM on Saturdays and 12:00 PM to 5:00 PM on Sundays CST. • Manage online listings on platforms such as Craigslist and Facebook, promptly responding to inquiries and emails to facilitate bookings and address customer concerns. • Develop and execute Facebook advertising campaigns within a specified budget, including creating and running ads, conducting A/B tests, and responding to inquiries generated through these ads. • Utilize off-time to reach out to RV park owners from a provided database, fostering partnerships and exploring collaboration opportunities.

• Handle and qualify inbound calls using CRM systems • Schedule listing appointments, buyer consultations, and investor meetings • Maintain organized client records and follow-up communications • Support the team with administrative and operational tasks • Use provided scripts and lead lists to assist with client engagement

• Manage Trident BPO's monthly client invoicing, multi-regional payroll processing, and financial reconciliation. • Track and compile active agent payroll data for teams across Jamaica (JA), the Philippines (PH), and Puerto Rico (PR). • Partner directly with regional Operating Managers to receive and process payroll files. • Download regional payroll spreadsheets 2 to 3 days before processing deadlines, review operational notes for adjustments to normal base pay. • Monitor shifts in regional team sizes to ensure active payment files accurately match ongoing operations. • Process monthly client invoices through QuickBooks Online (QBO). • Monitor, update, and manage QuickBooks recurring invoice templates. • Calculate prorated amounts manually in Excel for mid-month agent starts or issue credit memos for early agent terminations. • Review historical payroll notes to bill back client-approved expenses. • Perform monthly VLOOKUP cross-references and data reconciliation between our ATS, QuickBooks, and international payroll data. • Identify and investigate anomalies and email regional operations teams to flag fixes. • Look up previous client invoices to accurately map historical billing rates. • Extract banking and ACH authorization data from employment contracts to register clients into our bank portal. • Dynamically update or replace existing automated ACH collections in the bank portal. • Track invoice statuses and follow up on client collections according to standard timelines.

• Asset Retrieval: Proactively visit external builder websites to identify and "grab" necessary marketing assets, technical specs, and property details. • Basic Floor Plan Interpretation: Read and interpret basic floor plans to identify key features like room counts, master suite locations, and bathroom configurations. • Property Documentation: Capture and document detailed information from builder materials, including exterior images, square footage, and parking details. • Listing Management: Ensure all property data is accurate and consistent before submission to MLS platforms—similar to high-level MLS input/screening. • Quality Assurance: Perform quality checks to validate that listing information aligns with the source documents provided by builders. • Problem Solving: Act as a front-line troubleshooter. You are expected to resolve everyday hurdles independently, escalating only highly unusual or complex situations to the COO.

• The Analyst serves as the organization's central intelligence engine, fulfilling a dual mandate: safeguarding the member experience and fueling sales growth through precision analytics. • Deliver: Providing precision data on every member interaction and sales motion. • Design: Utilizing pattern recognition to optimize member journeys and sales pipelines. • Advocate: Amplifying the consumer voice and growth signals within every leadership decision through evidence-based reporting. • Infrastructure Management: The Analyst builds and owns the NPS/CSAT data pipelines across six critical touchpoints. • Retention Modeling: This role is responsible for developing an "early-warning model" to proactively identify and mitigate at-risk accounts before they churn. • Performance Tracking: The Analyst maintains real-time dashboards to ensure the organization remains on track for its +50 NPS target. • Pipeline Oversight: The Analyst owns weekly performance tracking for all primary growth channels. • Conversion Optimization: This individual manages CRM dashboards to identify opportunities for improving close rates from current levels toward a target of 10%. • Growth Reporting: The role monitors channel ramp-ups. • Behavioral Decoding: The Analyst reviews and analyzes high-volume call records to identify behavioral patterns. • AI Integration: This role translates AI-assisted call tagging and data into structured, actionable weekly reports for the leadership team. • Month 1: Launch the NPS/CSAT infrastructure across all identified customer touchpoints. • Month 2: Establish weekly reporting for interaction patterns and growth channel trendlines. • Month 3: Deliver a foundational retention model that identifies at-risk members before they reach a point of cancellation.

About us Job Description:  Trident is seeking a high-caliber CX3 Analyst for one of our premier growth-stage clients. Our client is aggressively scaling toward a milestone of 25,000 net enrolled members by the end of 2026 while maintaining an industry-leading NPS of +50. The Analyst serves as the organization's central intelligence engine, fulfilling a dual mandate: safeguarding the member experience and fueling sales growth through precision analytics. This professional does not simply manage data; they operate within a specialized CX3 Framework: - Deliver: Providing precision data on every member interaction and sales motion. - Design: Utilizing pattern recognition to optimize member journeys and sales pipelines. - Advocate: Amplifying the consumer voice and growth signals within every leadership decision through evidence-based reporting. Job Responsibilities Customer Experience & Retention Intelligence - Infrastructure Management: The Analyst builds and owns the NPS/CSAT data pipelines across six critical touchpoints, including Sales, Onboarding, First Use of Service, and Cancellations. - Retention Modeling: This role is responsible for developing an "early-warning model" to proactively identify and mitigate at-risk accounts before they churn. - Performance Tracking: The Analyst maintains real-time dashboards to ensure the organization remains on track for its +50 NPS target, including specific satisfaction tracking for brokers and affiliates. - Growth & Sales Analytics - Pipeline Oversight: The Analyst owns weekly performance tracking for all primary growth channels, providing visibility into the health of diverse sales pipelines. - Conversion Optimization: This individual manages CRM dashboards to identify opportunities for improving close rates from current levels toward a target of 10%. - Growth Reporting: The role monitors channel ramp-ups, ensuring high-priority growth targets are met on a month-over-month basis. - Operational & Interaction Analytics - Behavioral Decoding: The Analyst reviews and analyzes high-volume call records (160,000+ annually) to identify behavioral patterns, callback frequencies, and First Call Resolution (FCR) rates. - AI Integration: This role translates AI-assisted call tagging and data from intelligence platforms into structured, actionable weekly reports for the leadership team. Success Benchmarks (First 90 Days) - Month 1: Launch the NPS/CSAT infrastructure across all identified customer touchpoints. - Month 2: Establish weekly reporting for interaction patterns and growth channel trendlines. - Month 3: Deliver a foundational retention model that identifies at-risk members before they reach a point of cancellation.

• Design and manage the analytics framework for Net Promoter Score (NPS) and Customer Satisfaction (CSAT) across six primary member touchpoints. • Analyze over 160,000 annual call records and member journey data to identify friction points and behavioral patterns. • Build and maintain an early-warning retention model to identify and reduce preventable cancellations. • Measure and report on service performance, including escalations, journey fluidity, and service track efficiency across Member, Broker, Group, and Affiliate segments. • Track and report on growth objectives, including channel-specific ramps and progress toward 25,000 net members. • Develop weekly dashboards for quotes, enrollments, and conversion rates across product lines. • Analyze partner and broker channel performance against monthly enrollment targets, monitoring improvements in Broker NPS and conversion rates. • Translate analytics into actionable journey improvements and pipeline optimizations, advising leadership to ensure key results are supported by robust analysis.

Trident is a leading provider of virtual assistant services, empowering busy professionals to streamline their administrative and operational workloads. As we scale toward our ambitious goal of 25,000 net members by the end of 2026, we are seeking a Customer Experience (CX) Analyst to join our remote team in the Philippines. This role is pivotal in shaping member journeys, optimizing retention, and driving growth through actionable analytics. You will report directly to the Experience Champion & OKR Program Owner and serve as the voice of the member, translating complex data into strategic recommendations for leadership. Key responsibilities include: - Design and manage the analytics framework for Net Promoter Score (NPS) and Customer Satisfaction (CSAT) across six primary member touchpoints. - Analyze over 160,000 annual call records and member journey data to identify friction points and behavioral patterns. - Build and maintain an early-warning retention model to identify and reduce preventable cancellations. - Measure and report on service performance, including escalations, journey fluidity, and service track efficiency across Member, Broker, Group, and Affiliate segments. - Track and report on growth objectives, including channel-specific ramps and progress toward 25,000 net members. - Develop weekly dashboards for quotes, enrollments, and conversion rates across product lines. - Analyze partner and broker channel performance against monthly enrollment targets, monitoring improvements in Broker NPS and conversion rates. - Translate analytics into actionable journey improvements and pipeline optimizations, advising leadership to ensure key results are supported by robust analysis.