What does a successful Business Complaints Analyst do?
A successful Business Complaints Analyst at Fiserv excels in analyzing raw complaint data and making actionable recommendations to enhance the consumer and merchant experience. Working within the TRS organization and partnering with cross-functional teams, they are committed to improving processes and outcomes. The analysis and reporting efforts help optimize operations, elevate service standards, and ensure client satisfaction.
What you will do:
- Research and implement recommendations based on raw complaint data for consumer and merchant-acquiring complaints.
- Create and publish complaint reporting to establish trends, determine root causes, and develop corrective action plans.
- Conduct monthly meetings with department managers to discuss findings and provide process improvements to increase team output.
- Attend forums to discuss how to improve the consumer and merchant experience.
- Produce and present quarterly consumer complaint analyses to the TRS Board of Directors.
- Coordinate the activities of complaint document control.
What you will need to have:
- 2+ years of experience in customer service, project management, or implementations.
- 2+ years of experience working in a time-sensitive environment driven by project timelines and deadlines.
- Basic Excel skills, including building simple sheets, sorting, filtering, text formatting, and highlighting.
- Bachelor's degree in Communications, Computer Science, Business Administration, or an equivalent combination of education, work, and/or military experience.
What would be great to have:
- 3+ years of experience in data analysis specific to consumer and merchant complaints.
- Strong verbal and written communication skills, capable of interacting effectively with cross-functional teams.
- Experience presenting findings and recommendations to executive leadership.
- Knowledge of financial services and merchant acquiring operations.
- Familiarity with project management tools and techniques for process improvement.
Perks at Work:
- We’re #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.
- Maintain a healthy work-life balance with paid holidays, generous time off policies, including Recharge & Refuel time for qualifying associates, and free counseling through our EAP.
- Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
- Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for various rewards.
- Prioritize your health with a variety of medical, dental, vision, life, and disability insurance options and a range of well-being resources through our Fuel Your Life program.
- Advance your career with training, development, certification, and internal mobility opportunities.
- Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.
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