Job Description
Responsible for holistically reviewing the customer experience-related data and metrics. Reviews, analyzes, and addresses data/feedback from vendor software platform, and any activity relating to potential fraud. Communicate any trends to management.
Position Responsibilities
- Monitors vendor software platform responses from shareholders, reviews calls, and performs all actions necessary to resolve issues
- Monitors software platform dashboard and ensures all survey results are reviewed to standard and in accordance with our timeliness goals.
- Assists with updating training materials.
- Identifies service issues, trends, performance concerns, training needs and system challenges.
- Provides phone/queue support as needed.
Required Qualifications
- Educational background: Bachelor’s degree
- Quantitative experience: 1yr-2yr transaction processing, report handling
- Strong attention...
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