We are seeking an experienced analyst to join our escalation team to help resolve complaints escalated by our consumer contact center staff and compliance team. These complaints may include consumer litigation and agency complaints including the CPFB, BBB, and AG Offices. The Level III analyst will not have supervisory responsibilities but may provide guidance to new associates.
Work closely with internal and external stakeholders to ensure that solutions meet expectations and can scale for future needs
Proactively manage risks with the escalation analysts team and coordinate solution options for issues
Complete research which includes timelines for our Legal and Compliance Team
Write clear and effective correspondence
Organize and simplify large amounts of information
Investigate and summarize facts
Conduct records searches
Solve standard problems by analyzing possible solutions using experience, judgment and precedents
Understands key business drivers; uses this understanding to accomplish own work
Other projects and responsibilities may be added at the supervisor's discretion
Minimum 3-5 years of research and case management experience
Analytical mind, able to sort through multiple data streams to validate information
Strong organizational skills to manage competing demands/priorities, with an emphasis on attention to details.
Superb customer service skills.
Research (investigating, understanding written content, checking facts, thoroughness)
Oral Communication (persuade, advocate, explain, listen)
Written Communication (complex terminology, edit, write, compile, draft, edit, develop
Customer Service Skills (understand human dynamics and interactions)
Analytical and Logical Reasoning (review. draw inferences/conclusions, connect the dots, problem solving, linear thinking)
Other Knowledge, Skills and Abilities:
Ability to handle multiple tasks concurrently with competing deadlines
Excellent problem-solving skills and hands on experience in deriving actionable business resolutions through effective analysis of facts of internal and external processes
Ability to produce robust solutions to business problems with little direction or guidance
Ability to be self-motivated and meet deadlines
This individual must work effectively with Staff to Senior Leadership within the function and across functions
Attention to detail and strong personal organizational skills and able to work in fast, paced, highly fluid environment
Strong interpersonal skills, including the ability to develop and maintain relationships with cross-functional team members
Excellent presentation and facilitation skills
Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or firstname.lastname@example.org .