The Role:

The Customer Resolutions Analyst role is crucial in the Company's Voice of the Customer program within the Global Support department. The CR analyst is responsible for investigating and addressing customer inquiries and complaints from internal and external sources and finding ways to enhance the Company's customer experience.

They handle highly escalated and time-sensitive complaints from customers, partners, clients, or banks. Agents are expected to handle questions and resolve customer issues while also identifying trends and opportunities to improve the overall customer experience.

This position requires strong communication and organizational skills, the ability to think conceptually and solve problems, and a flexible work schedule, with the ability to work nights and weekends as needed.

What You’ll Do:

• Consistently think outside the box and make sound judgment calls to resolve escalations and complaints
• Identify opportunities for process improvements in all Company's departments that lead to higher standards of service for the Company's customers
• Monitoring and responding to the Company's social media accounts. Public responses to cardholder and non-cardholder comments.
• Proactive reach out to cardholders to address concerns to avoid potential complaints
• Handle executive escalations and complaints from customers.
• Handle external complaints originating from banks or customers.
• Collaborate with numerous departments to address escalations/complaints.
• Maintain a record for each contact and document support provided
• Identify trends and opportunities to enhance the customer experience
• Direct inter-departmental discussions to address partner, cardholder, or system issues
• Perform other work-related tasks and/or projects assigned by management as needed

Experience We’re Looking For:

• 5 years of work experience in call center customer service or related fields with expertise in handling highly escalated situations.
• Excellent oral, written, and interpersonal communication skills
• A professional and personable demeanor relates well to all kinds of people
• Must be able to listen, understand, and build strong relationships to promote customer satisfaction
• Must be able to work independently and multi-task while working in a fast-paced environment
• Must be flexible and have an attitude, mindset, and capability to adapt to change.
• Strong MS Office, Internet, and email skills
• Bilingual/Spanish is a plus