Business Analyst

Job Title

Openings: 3 Key Responsibilities:

• Intake & Rerouting: Manage incoming calls related to card complaints, re-routing issues to appropriate vendors for resolution.
• Collaborative Work: Collaborate closely with the internal team and external vendors to resolve customer complaints and provide solutions.
• Systems Proficiency: Learn and efficiently navigate various systems, including Converge and service provider customer service systems.
• Understanding Regulatory Components: Apply knowledge of regulatory components to address complaints in compliance with industry standards.
• Detail-Oriented: Maintain a high level of accuracy and attention to detail when processing complaints and interacting with customers and vendors.
• Customer Service Focus: Provide friendly, professional, and effective support to cardholders and partners.

Required Qualifications:

• Customer Service Excellence
• Banking/Financial Services Support experience
• Salesforce experience
• Ability to learn and adapt quickly to new systems and processes.
• Ability to work effectively in a fast-paced environment, with a focus on problem-solving and resolution.
• Strong attention to detail and organizational skills.

Preferred Qualifications:

• Card Program Knowledge: Experience with banking card programs (Retail/Commercial) is preferred.
• Consumer Regulations Knowledge: Familiarity with consumer protection regulations (such as Reg E) is highly desired.
• Systems Exposure: Prior experience with card payment systems (e.g., Converge or similar platforms) is a plus.