Customer Due Diligence Analyst

Role Overview

• Manage a working queue to meet productivity, accuracy, and SLA targets.
• Perform credentialing reviews based on the specific request type and apply complex, documented policies and procedures accurately.
• Respond to inquiries from internal departments and external customers regarding application status.
• Communicate with applicants and customers via phone and email to gather required documentation and provide final credentialing decisions.
• Use multiple systems, tools, and verification products to confirm credentialing standards are met.
• Make accurate final “pass” or “fail” decisions based on regulatory and policy requirements.
• Document all findings, actions, and communications in the credentialing system (MBS‑ECT) for FTC, vendor/provider, audit, and data retention purposes.
• Maintain high-quality communication using clear, concise, and customer‑appropriate language.
• Attend quarterly policy and procedure training sessions, as well as annual refresher training, applying frequent updates (40–45 per year) to daily work.
• Ensure all credentialing decisions adhere to legal and regulatory requirements and reflect the approved interpretations outlined in the Credentialing Manual.

Requirements

• High School Diploma, Bachelor’s degree (preferred but not required), or current college with experience supporting back‑office and customer-facing tasks.
• 1–2 years of general business experience preferred.
• Experience in a customer-facing role with a strong commitment to delivering excellent customer service.
• Strong verbal and written communication skills with the ability to explain complex information clearly.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Strong sense of urgency with the ability to maintain accuracy and attention to detail.
• Ability to prioritize tasks and adapt quickly in a production-driven environment.
• Investigative mindset with excellent attention to detail.
• Strong organizational skills and the ability to make sound decisions.
• Willingness to work during business-aligned hours (EST).

Benefits

• country specific benefits