Trident BPO

• 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.

• Process complex health insurance and health share claims from intake through resolution • Manage claim escalations, billing disputes, and legacy/backlog claim work • Review and audit work completed by offshore claims team members • Identify patterns and flag payment integrity issues • Collaborate with senior leadership on process improvements and workflow efficiency

Our client is a healthcare benefits administration company. As a Claims Processor, you will play a pivotal role in ensuring the accuracy and efficiency of health insurance and health share claims processing for our hospital and health care clients. Key responsibilities include: - Process complex health insurance and health share claims from intake through resolution - Manage claim escalations, billing disputes, and legacy/backlog claim work - Review and audit work completed by offshore claims team members - Identify patterns and flag payment integrity issues - Collaborate with senior leadership on process improvements and workflow efficiency

• Listing & Inventory Management • Accurately enter and maintain new construction listings in MLS and internal systems. • Prepare all backend listing requirements to ensure properties are ready for “live” listing status. • Update listing prices in real time based on builder instructions. • Organize and maintain digital showcases, virtual tours, and marketing assets for listings. • Update spreadsheets, marketing materials, and property flyers to ensure inventory accuracy. • Documentation & Coordination • Maintain organized property documentation including disclosures, floor plans, and listing assets within Google Drive. • Track photography requirements and ensure property media is properly uploaded and cataloged. • Prepare and deliver sales reports for builder partners such as Lennar. • Assist in maintaining repair and punch-list tracking sheets to ensure properties remain ready for showings. • Workflow & Automation Management • Trigger and monitor transaction workflows and automations within the CRM to ensure listing milestones are met. • Support internal operations by tracking listing progress and ensuring timelines remain on schedule. • Send regular updates to Buyer Agents (BAs) regarding new inventory, price changes, and status updates. • Inquiry Handling • Respond to inbound inquiries regarding specific listings from agents and prospective buyers. • Provide clear responses based on standard operating procedures (SOPs). • Assist with occasional weekend calls from agents, when needed.

• We are seeking a versatile and detail‑oriented Virtual Assistant to support our Commissions department. • This role centers on auditing and verifying agent commissions by reviewing carrier statements, ensuring accuracy and timeliness in payments to our growing agent base. • As a key member of the team, you will help streamline the commissions process, strengthen operational efficiency, and play a vital role in scaling the company. • Perform audits of commissions. This position emphasizes auditing and verification tasks not the processing of payments. • Work extensively with manual spreadsheets. • Identify and correct discrepancies on commission statements to ensure agents are paid correctly. • Work together with various department leaders, including the head of accounting. • Training will be conducted by the existing commissions manager.

• Produce high volumes of daily visual content for multiple social media accounts. • Create graphics, short videos, and social media posts using Apple Keynote. • Utilize reusable templates and standardized formats to streamline production. • Develop simple animated or explainer-style visuals suitable for social media. • Embed, trim, and overlay text on video clips directly within Keynote. • Export high-quality visual assets such as animated GIFs and optimized video files for social media upload. • Maintain consistent formatting and visual standards across multiple accounts. • Work closely with the client’s internal team to support daily content production. • Participate in weekly team meetings for coordination and planning. • Maintain clear and proactive communication through collaboration tools such as Slack. • Adapt quickly to changing content priorities based on current events and trending topics.