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Employment Type:
Full time
Job Category:
BCU Operations Analyst
(This job is no longer available)
Baxter | Vernon Hills, IL
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Job Description

BCU Operations Analyst

Req #: 190006IY_en

Location: Vernon Hills, IL US

Job Category: Baxter Credit Union

Date Posted: 4/29/2019 4:51:54 PM

Baxter International


The Member Relations team consists of individuals who support and drive our motto, "Here to today for your tomorrow". We are looking for people like you who can handle the empowerment of decision making, while staying cool in the times of stress. A typical day will include providing internal support to the department through data gathering, manipulation, reporting and analytics and by administering third party servicer relationships. Additionally, you will be executing general operational support projects and assignments.

* Develop and govern department-wide reporting and analytics program ensuring accurate and timely delivery of required outputs
* Consolidate and automate department reporting activities

* Oversee and execute ad-hoc reporting assignments

* Build, maintain and deliver executive summaries and reports on department performance to senior management

* Facilitate daily support duties related to our third party service provide, including:
* Coordinate with workforce management to complete incoming fulfillment tickets, including escalations

* Work with the TMC script writer to identify, edit and enhancement scripting

* Govern reporting to identify process improvements

* Maintains regular internal program audits and ensures program meets regulatory, compliance and internal requirements

* Own follow up for service issues

* Support the Workforce Analyst with back-up coverage and required analytics

* Assist staff with questions on procedures, policies and systems

* Assist management with the implementation of new and existing changes to products, services and systems

* Support the Quality Coach & Trainer, including identifying cross functional enhancements and ensuring training delivery to the frontline

* Present recommendations on process efficiencies, service experience and reducing member effort

* Conduct assessments of operational efficiencies

* Assist with audit and compliance requirements, as assigned

* Assist with outbound and inbound phone coverage when needed

* Performance of all other duties as assigned



* College degree or a combination of education and experience

* Demonstrated 3rd party relationship owner experience

* Demonstrated ability to design and develop complex reports

* Desire to own member escalations and callbacks

* Ability to own additional responsibilities, such as projects and training

* Aptitude for solving problems

* High energy, self-starting and coachable individual

* Demonstrated SME level verbal, written and active listening skills

* Demonstrated ability to work within regulatory and departmental policies

* Demonstrated ability to pay attention to detail in fast-paced environment

* Demonstrated ability to adapt to changes in strategies, tools or tactics

* Desire to form and make business improvement recommendations

* Proven ability building strong internal peer and team partnerships

* Demonstrated ability to meet established performance goals consistently

* Advanced proficiency in Microsoft office products


* Bi-lingual Spanish speaking

* Demonstrated aptitude for online, mobile and desktop technologies

* 5 years of customer service experience

* Working knowledge of contact center workforce management practices

* Working knowledge of

* SME level knowledge of BCU products and services

* Working knowledge of Symitar and Temenos Lifecycle

(Open to remote employee, but preferably located near Vernon Hills, IL; Naperville, IL; or Anasco, PR)

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

EEO is the Law

EEO is the law - Poster Supplement

Pay Transparency Policy

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to Americas_TTA@baxter.com and let us know the nature of your request along with your contact information.

About Baxter

Baxter International Inc. (Baxter) develops, manufactures and markets products that save and sustain the lives of people with hemophilia, immune disorders, cancer, infectious diseases, kidney disease, trauma and other chronic and acute medical conditions. As a global diversified healthcare company, Baxter applies a combination of expertise in medical devices, pharmaceuticals and biotechnology to create products that advance patient care worldwide. These products are used by hospitals, kidney dialysis centers, nursing homes, rehabilitation centers, doctors' offices, clinical and medical research laboratories, and by patients at home under physician supervision. The Company operates in three segments: The BioScience, Medication Delivery and Renal. (Source: 10-K)