Customer Care Research Analyst

JOB SUMMARY

This position is responsible for identifying discrepancies, conducting investigations, collecting and analyzing data that could potentially have a monetary impact or otherwise to our Business and/or our Merchants. This position requires strong analytical skills and problem solving to effectively advise Managers and other decision makers on the appropriate course of action to solve problems. Analyst must weigh the cost and benefits of alternative solutions or approaches in their recommendation to Management.

In addition, this position requires the ability to appropriately communicate sensitive information and to judge how and with whom this information should be shared.

• Monitor the effectiveness of recommendations, including timelines for completion
• Follow communication guidelines according to policies and procedures.
• Liaise with other departments to identify issues, solve problems or share communication.
• Maintain accurate records.
• Keep up to date with processor changes/enhancements
• Able to produce quality work and thrive in a dynamic and fast-paced environment
• Ability to handle multiple assigned tasks within allotted time frames.
• Assist with special projects and perform other duties as needed or assigned.
• Perform other duties as assigned by management.
• Work reports daily and communicate any major findings to management team.

• Highly organized with advanced multi-tasking and follow-up skills.
• Highly proficient in MS Office, including Excel, Word, and Email
• Attention to detail and accuracy of work at all times
• Good command of the English language, both written and spoken
• Excellent oral, written and analytical skills
• Professional and effective written and oral communication skills with management, fellow employees, sales offices and merchants.
• High level of integrity and trustworthiness due to the sensitivity and confidentiality of information and data that is handled
• Exceptional organizational skills required to manage varying types of projects with overlapping timelines
• Conscientious about quality and timeliness of deliverables
• Must be able to take initiative. Doing things to improve the department without being asked.
• Must be adaptable, flexible and willing to change without complaint.
• Ability to deal with high stress situations.
• Customer service oriented
• Strong team-player able to collaborate with individuals at all levels within the organization
• Ability to handle multiple assigned tasks within allotted time frames.
• Dependable and consistent
• Ability to Think Outside the Box
• Ability to be a good listener
• Ability to work as an individual or in a team setting
• Professional and effective written and oral communication skills with management, fellow employees, sales offices and merchants.
• High level of integrity and trustworthiness due to the sensitivity and confidentiality of information and data that is handled
• Must be able to take initiative. Doing things to improve the department without being asked.
• Must be adaptable, flexible and willing to change without complaint.
• Ability to deal with high stress situations.
• Customer service oriented
• Dependable and consistent

• High School Diploma or equivalent
• One (1) years’ experience in customer service (Preferred)
• Advanced Excel

• Must be flexible and willing to work overtime, as required
• Regular and predictable attendance/punctuality is required
• Moderate noise / office atmosphere
• High stress atmosphere

The physical demands described here are representative of those that must be met by an employee to successfully perform the duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these duties.

• Regularly required to talk, hear, sit, and use hands and fingers to operate a computer equipment, calculator and telephone
• Occasionally moves about to coordinate work
• Occasionally bending, stooping and crouching, reaching, and kneeling
• Able to lift and/or move 15 pounds occasionally