Eligibility Senior Analyst
On-siteBengaluru, Karnataka, India
Job Summary
Conduct both standard and higher-complexity back-office eligibility tasks, independently handling exceptions, unclear scenarios, and non-routine cases within defined authority limits. Review, investigate, and resolve aged, escalated, or priority cases while ensuring all system updates and documentation are accurate and audit-ready. Perform peer reviews and quality checks to identify and flag risks, procedural gaps, or accuracy issues for escalation. Provide informal coaching to Band 1 analysts, support onboarding, and act as a reliable point of contact for operational questions. Interpret SOPs in complex situations, contribute to process improvement initiatives, and assist in maintaining reference materials. Collaborate with peers, supervisors, and support teams to escalate cases and ensure consistent delivery.
Required Qualifications
- 4–6 years of experience in eligibility
- Strong understanding of operational workflows, SOPs, and system navigation
- Demonstrated ability to manage complex or escalated cases independently
- High attention to detail with consistent accuracy and reliability
- Ability to support and guide colleagues with process knowledge and practical insights
- Good analytical skills with the ability to interpret data and identify patterns or issues
- Strong written and verbal communication skills
- Customer‐focused mindset with awareness of how back‐office work impacts customer experience
- Adaptable, proactive, and comfortable navigating change or shifting priorities
- Fluent in English
- Strong understanding of functional processes and SOPs
- Investigates issues, identifies root causes, and proposes solutions
- Works effectively across teams, support peers and contributes to a strong team culture
- Focused on accuracy, compliance, and error reduction
- Ensures work contributes to positive customer outcomes
- Actively looks for ways to streamline or enhance processes
- Clear, structured, and supportive communication with peers and leaders
- Manages complex workloads and deadlines efficiently
- Confident using multiple operational systems and learning new tools
Desired Qualifications
- additional languages beneficial
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