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Related keywords
- Customer Experience
- Senior Customer Experience Analyst
- Customer Experience Strategy Analyst
- Customer Experience Analyst
- Customer Experience Operations Analyst
- Sr Customer Experience Data Analyst
- Business Analyst With Customer Experience
- Data Analyst With Customer Experience
- Customer Experience Quality Analyst
- Digital Health Customer Experience Analyst
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Company | Netspend |
Address | Austin, TX, United States |
Employment type | FULL_TIME |
Salary | |
Category | Financial Services |
Expires | 2023-08-18 |
Posted at | 9 months ago |
The Customer Experience Analyst position plays a critical role in Netspend’s Voice of the Customer program within the Customer Experience department. The CE analyst is responsible for researching and responding to customer inquiries and complaints from internal and external sources and identifying opportunities for improvement in the Netspend customer experience.
- Maintain a record for each contact and document support provided.
- Proactive reach out to cardholders to address concerns to avoid potential external complaints focusing on a solution outcome.
- Effectively communicate with customers verbally or in writing in order to provide a first contact resolution.
- Handle executive escalations and complaints from customers, as well as complaints originating from partner banks. Including escalations sent to the Netspend/Global Payments presidents and leadership team.
- Issue monetary adjustments for refunds and/or charges if applicable.
- Perform other work-related tasks and/or projects assigned by management as needed.
- Consistently think outside the box and make sound judgment calls to resolve complaints.
- Identify opportunities for process improvements in all Netspend departments that lead to higher standards of service for Netspend customers.
- Collaborate with internal departments(compliance, legal, fraud) on responses to customers complaints to obtain a resolution.
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- Must be flexible and have an attitude, mindset and capability to adapt to change.
- Excellent oral, written, and interpersonal communication skills
- Strong MS Office, Internet, and email skills
- Bachelor’s degree
- Working knowledge of Netspend systems
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