Job Description

Job Description

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.

They deal with highly escalated and time sensitive complaints from customers to Netspend or Netspend Partners, Clients, or Banks. Agents are expected to address questions, solve short term problems, and escalate involved issues to the necessary support groups. This position requires strong communication and organizational skills, the ability to think conceptually and solve problems, and a flexible work schedule, with the ability to work nights and weekends.

Hourly Rate for position is $20/hr.

Primary Duties

• Consistently think outside the box and make sound judgment calls to resolve complaints.
• Issue monetary adjustments for refunds and/or charges if applicable.
• Identify opportunities for process improvements in all Netspend departments that lead to higher standards of service for Netspend customers.
• Proactive reach out to cardholders to address concerns to avoid potential external complaints focusing on a solution outcome.
• 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.
• Collaborate with internal departments(compliance, legal, fraud) on responses to customers complaints to obtain a resolution.
• Maintain a record for each contact and document support provided.
• Effectively communicate with customers verbally or in writing in order to provide a first contact resolution.
• Perform other work-related tasks and/or projects assigned by management as needed.

Minimum Qualifications:

• 2+ Years’ work experience in customer service or related field
• Excellent oral, written, and interpersonal communication skills
• Professional and personable demeanor, relates well to all kinds of people
• Must be able to listen, understand, and build strong relationships to promote customer satisfaction
• Must be able to work independently and multi-task while working in a fast-paced environment
• Must be flexible and have an attitude, mindset and capability to adapt to change.
• Strong MS Office, Internet, and email skills
• Relates well to all kinds of people, spends the extra effort to put others at ease and is approachable and open to feedback or coaching.
• Bilingual/Spanish preferred

Preferred Qualifications:

• Bachelor’s degree
• Working knowledge of Netspend systems

This position is eligible to be considered for remote hiring anywhere in the USA.

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