Analyst-Operations Support

Job Description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

What you’ll be doing…

The Business Finance Operations (BFO) team is a wireless operations group responsible for ensuring that business channel activities adhere to Verizon’s standards and guidelines. The team audits business channel activities and transactions, creates and maintains wireless profiles in the Enterprise Customer Profile Database (ECPD), oversees promotional offers and discounts, applies and maintains wireless tax exempt status, and manages business channel other charges and credits (OCCs). The BFO works closely with sales, service and operations channels to support Verizon’s business customers. We also partner with Legal, Contract Management, Compliance, Risk Management and Fraud teams to define, measure and mitigate risk and to ensure Sarbanes-Oxley (SOX) compliance.

You will be responsible for a broad range of tasks that are critical to meeting internal and external customer commitments. This is a cross-functional role, requiring you to learn and master all work-group functions in order to provide support where it is needed at that moment. You will assist with escalations, large research requests and serve as a SME for peer-to-peer support. You may also need to make outbound calls to customers to follow up on inquiries and provide guidance about company policies. Completing each task with urgency and accuracy, and creating a great customer experience while maintaining a clear focus on business and performance objectives is the main focus of this role.

• Reviewing, calculating and applying other charges and credits in supporting of contractual pricing and/or equipment offers, special offers or promotions and other system, sales and customer related issues that may require OCCs.

• Building and maintaining customers’ contract information for business customers and ensuring customers’ contract terms are provisioned.

• Researching complex processes, system and/or customer issues to analyze business situations and provide recommendations; incorporating both customer and compliance point of view.

• Placing outbound calls to internal and external customers as required to obtain immediate resolution and/or completion of tasks, providing additional guidance and education on processes as needed.

• Reviewing, researching and taking action on customer inquiries related to their employer discount program; resolving automation errors, escalation support and auditing functions.

• Completing various requests utilizing Verizon internal messaging and email delivery systems and process documentation libraries.

• Reviewing incoming documents to ensure compliance to documented processes and requirements prior to completion.

• Educating internal and external customers on company guidelines and procedures; giving guidance and direction on completing requests timely and efficiently.

• Learning new processes and functioning as needed to support organizational growth and expanded responsibilities.

• Serving as a designated expert, resolving escalated issues, performing research for complex requests and providing assistance to internal teams as needed.

What we’re looking for...

You will need to have:

• Bachelor’s Degree or one or more years of work experience

• One or more years of customer support, sales or operations with a focus on business customers

• Experience with Microsoft Office products (Excel, Word, and PowerPoint) or Google G Suite (Docs,Sheets, Slides, and Drive)

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Even better if you have one or more of the following:

• Knowledge of Verizon business products

• Experience with Verizon systems (ECPD, ACSS, WFM)

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

40

Equal Employment Opportunity

We’re proud to be an equal opportunity employer - and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $51,000.00 and $95,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.