Summary:
The main function of a Senior Analyst is to reply to the Commercial Card Coordinator's inquiries by email or by phone. Also, the Analyst is responsible for adhering to the Commercial Card service level agreement, troubleshooting, investigating payment reconciliation issues, retrieving ADHOC reports, reporting problem issues to our vendors to mitigate any possible related risk. Connecting within different departments within the bank, such as Fraud, Chargeback, Accounting and Contact Center.
Candidate Value Proposition:
The successful candidate will have the opportunity to work hybrid where they are only asked out come 3x per week. Team provides wide range of support internally & externally and a great opportunity for growth.
Typical Day in Role:
- Following the Daily/ Weekly and Monthly assigned tasks.
- Responding to Coordinator inquiries based on the sense of urgency.
- Adhering to the service level agreement and acknowledging the coordinator’s email inquiries.
- Purging and redirecting new replacement cards to their respective address.
- Tracking all interactions with our internal and external clients for any email or phone requests.
- Reporting any problem log with the appropriate vendor for further investigation.
- Taking ownership, updating, and engaging the client of outstanding investigations.
- Checking resources and procedures to enhance their knowledge.
Must Haves:
- Minimum of 3 years’ experience in a customer service role
- Strong proficiency in Microsoft Excel, including data analysis and reporting functions
- Proficiency in English and an asset to have French or Spanish (spoken and written)
Nice to Have
- Previous Commercial Card and Contact Center experience.
Soft Skills:
- Strong verbal and written communication skills.
- Analytical and problem-solving skills.
- Great attention to detail.
- Time management and ability to work independently.
- Result and Customer Focus.
- Interpersonal skills and high-performance mindset.
Education:
- College/University degree preferred
