Ops & Tech Professional I- Customer Care (Alpharetta, GA)

Aon is looking for a Customer Care - Ops & Tech Professional I !!

We are seeking a highly organized, detail-oriented Ops & Tech Professional to join our Customer Care Operations & Technology team. In this role, you will support the smooth execution of projects for our banking and retail clients, keep work on track, and help optimize processes for efficiency and quality. You will work closely with client managers and internal partners to ensure exceptional service delivery and a strong client experience.

This role is hybrid working from our Alpharetta, GA office 3 days per week.

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive team and we are passionate about helping our colleagues and clients succeed.

What the day will look like:

Role Overview
The Ops & Tech Professional partners with client managers to support urgent and nonurgent requests for the Customer Care team related to:

• Call center research items
• Quality assurance
• Training and scripting
• Audits
• Workforce management
• Document requests
• Other operational and service-related needs

This role also assists with onboarding new clients by ensuring all onboarding activities are completed accurately and on time. The Ops & Tech Professional is responsible for managing client complaints and escalations, coordinating with internal teams, and helping maintain high standards of service.

Key Responsibilities

Data Management

• Maintain accurate, up-to-date client and project data in Aon's internal systems.
• Ensure data integrity through thorough verification and quality control.
• Prepare, analyze, and distribute reports using data from various sources.

Document Management

• Manage project documentation, including client scripts, SOP manuals, compliance training materials, contracts, reports, and audits.
• Implement and maintain efficient document filing and retrieval systems.
• Coordinate document review and approval workflows with relevant stakeholders.

Process Optimization

• Identify and analyze operational inefficiencies within projects and workflows.
• Recommend and support implementation of process improvements.
• Collaborate with cross-functional teams to enhance operational effectiveness and consistency.

Client and Vendor Coordination

• Serve as a liaison between clients, vendors, and internal project teams.
• Resolve issues and provide administrative support related to project execution.
• Manage vendor deliverables, ensuring timely completion of initiatives and service commitments.
• Drive the ongoing creation, review, and maintenance of standard operating policies and procedures.
• Coordinate clients' compliance ID management and related support.
• Partner with the training team to ensure timely completion of all client training and compliance initiatives.

Operational Support & Additional Responsibilities

• Submit, track, and manage ServiceNow (SNOW) tickets for new initiatives and ongoing Customer Care issues.
• Schedule meetings, prepare presentations, and support client and internal meetings as needed.
• Respond to and manage client and customer requests in a timely and professional manner.
• Maintain a high level of confidentiality and data security in all activities.
• Stay current on relevant industry trends, regulations, and best practices.

Customer Experience & Quality

• Handle customer complaints and escalations, ensuring appropriate follow-up and resolution.
• Support quality assurance monitoring as needed to maintain service standards.
• Collaborate with other departments (e.g., marketing, product, operations) to ensure a consistent, high-quality experience for customers and clients.

Skills and experience that will lead to success

Preferred Qualifications & Experience

• Bilingual in Spanish strongly preferred.

Education

• BS/BA degree preferred, or equivalent combination of education and experience.

How we support our colleagues

In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions for our colleagues as well.

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative and inclusive workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. People with criminal histories are encouraged to apply.

We are committed to providing equal employment opportunities and fostering an inclusive workplace. If you require accommodations during the application or interview process, please let us know. You can request accommodations by emailing us at ReasonableAccommodations@Aon.com or your recruiter. We will work with you to meet your needs and ensure a fair and equitable experience.

For positions in San Francisco and Los Angeles, we will consider for employment qualified applicants with arrest and conviction record in accordance with local Fair Chance ordinances.

Aon is not accepting unsolicited resumes from search firms for this position. If you are a search firm, you will not be compensated in any way for your submission of a candidate, even if Aon hires that candidate.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Pay Transparency Laws:

The salary range for this position (intended for U.S. applicants) is $62,000 to $70,000 annually. The actual salary will vary based on applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant's geographic location.

This position is eligible to participate in one of Aon's annual incentive plans to receive an annual discretionary bonus in addition to base salary. The amount of any [bonus] [production incentives] varies and is subject to the terms and conditions of the applicable incentive plan.

A summary of all the benefits offered for this position:

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon's discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts,employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

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