Identifies and proposes innovative solutions to meet business needs and objectives. Collaborates with business users to gather and analyze requirements for new systems and processes.Conducts research and analysis to support the development of business cases, project plans, and other project documentation. Develops and maintains functional specifications and test plans for new and existing systems and processes.Works with the Project Managers and System Developers to ensure projects are delivered on-time, within budget, and meet business requirements.Participate in testing and quality assurance activities to ensure high-quality solutions are delivered.Maintain accurate and detailed documentation related to systems and processes. And assists in the implementation and rollout of new systems and processes, including user training and support.

Assists customers with transactions, account inquiries, and other banking-related issues. Provides excellent customer service by addressing customer inquiries, concerns, and complaints through chat.Research and resolves complex customer complaints with accuracy and efficiency. Keep up-to-date with the bank's products, services, policies, and procedures.Identifies and escalates issues and complaints that requires further attention to the appropriate departments.Continuously seeks opportunities to improve processes and procedures to enhance the customer experience.

Communicates with the clients via phone and email to address inquiries and concerns related to self-publishing. Provides guidance and support to clients in navigating the self-publishing process, including formatting, cover design, and distribution.Actively listens to customer concerns and identify areas for improvement to ensure the highest level of customer satisfaction. Collaborates with other departments within the company to resolve complex customer issues.

- Demonstrates basic problem solving skills to ensure early intervention and identification of those injuries which will benefit from medical case management or to identify questionable claims during the retrospective bill review process.- Perform within professional practice guidelines set forth by state Board Division of Worker's Compensation.- Demonstrates the ability to work in a team environment and effectively participates in cross-functional teams.- Adapts to organizational changes with a professional and positive approach.- Demonstrate the ability to manage time effectively and efficiently.- Assists in completing bills within five (5) business days of receipt into queue and be accountable for assigned customer(s) results, productivity and quality.- Maintains updated knowledge of occupational illness management; knows where to find additional resource information as needed.- Maintains an overall QA average of 99.97% on reviewed files.- Participates in departmental projects and meetings with 80% minimum attendance at meetings.- Acknowledges and adheres to Coventry policies and procedures.- Maintains acceptable attendance and tardiness.

- Install, maintain and configure hardware and software systems according to company policies.- Troubleshoot and repair network, hardware and software components.- Perform routine maintenance and inspection of network and server systems.- Test network and server systems to verify functionality and performance.- Perform hardware and software upgrades to achieve optimum performance level.- Perform root cause analysis of complex problems and provide corrective actions.- Maintain IT infrastructure and manage help desk issues.- Perform system back-up and database archiving processes to ensure data recover-ability.- Update software antivirus on regular basis.- Provide technical support to servers, networks, telephones, and other computing platforms.- Order and stock equipment and supplies when necessary.- Monitor and control expenses within allotted budget.- Provide advice and training to other associates.- Assist in installation and maintenance of telephone system.

Assists our Fulfillment and Sales teams by using proprietary back-end platform to create landing pages, micro-sites, websites and more, by sourcing through client content.