Special Resolution Analyst

Bilingual Special Resolution Analyst

We are looking for a motivated Bilingual Special Resolution Analyst ready to take us to the next level! If you have experience investigating and resolving complex customer escalations in Spanish and are looking for your next career move, apply now.

Job Description

We are looking for a Bilingual Special Resolution Analyst to investigate and resolve complex customer escalations, analyze data, identify root causes, and implement corrective actions to improve customer satisfaction and business operations. This position will be a full-time contract and onsite in Pompano Beach, FL. Schedule: Monday through Friday, 8:00 AM to 5:00 PM.

What You'll Do

• Investigate and resolve highly escalated customer issues that extend beyond standard operational support processes
• Research customer concerns, identify root causes, and implement corrective action plans to achieve successful resolution
• Collect, analyze, and interpret data to identify trends, patterns, and potential business solutions
• Make outbound calls to customers and stakeholders to gather information and provide status updates on open issues
• Develop reports and supporting documentation to highlight trends, performance metrics, and forecasting opportunities
• Provide timely and accurate data analysis, validation, and verification of customer and operational information
• Collaborate with internal departments and external partner agencies to resolve complex customer concerns
• Provide insights and feedback to business units regarding recurring issues and operational improvement opportunities
• Independently identify areas of concern and proactively recommend solutions based on data analysis
• Manage and organize large volumes of information while maintaining accuracy and attention to detail
• Attend and actively participate in team meetings, stakeholder discussions, and operational reviews
• Perform additional duties and special projects as assigned

What You'll Need

• Bilingual communication skills, including the ability to communicate professionally in both English and Spanish
• Strong analytical, problem-solving, and decision-making skills
• Experience analyzing data and identifying trends to support business decisions
• Excellent written, verbal, and listening communication skills
• Ability to handle complex customer issues and escalations with professionalism and sound judgment
• Strong attention to detail and ability to maintain accuracy while working with large data sets
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Proficiency with Microsoft Word, Excel, PowerPoint, and related reporting tools
• Strong organizational and time management skills
• Ability to work independently while collaborating effectively with internal and external stakeholders
• Customer service experience with a focus on issue resolution and relationship management

• Experience handling executive, regulatory, or government escalations
• Experience working within transportation, tolling, customer service, or operations environments
• Experience preparing reports, dashboards, and business performance analyses
• Knowledge of customer complaint resolution processes and corrective action planning
• Experience collaborating with multiple agencies, departments, or external partners

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

$24.71 per hour

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.