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Business Support Analyst

2 months ago

Sioux Falls, United States The GOAL Family of Companies Full time
Job Description:
The Business Support Analyst plays a pivotal role in assisting Operational Areas of the business.  This role involves conducting quality evaluations, analyzing customer complaints, and maintaining procedural integrity. Additionally, the Business Support Analyst provides data-driven insights and recommendations, crucial for enhancing service quality and operational efficiency. The position requires meticulous reporting of trends, comprehensive business unit analyses, client dashboard management, and strategic recommendations, all aimed at ensuring exceptional service delivery to our customers and clients.

Responsibilities:
  • Evaluate the quality of inbound and outbound calls and processing work against established service standards and procedures. Provide constructive coaching and feedback to support staff development and service excellence. The goal is to assist in achieving service excellence while following operational standards. 
  • Track, analyze, and report on daily, weekly, and monthly quality evaluations. Present findings and actionable recommendations to departmental leadership.
  • Monitor complaint data to ensure adherence to processes and efficient resolution. Maintain detailed documentation of complaint investigations, follow-ups, and resolutions. Execute compliant reporting and analytics for various clients.
  • Prepare compliant reports and analytics for diverse client needs. Generate management reports to facilitate informed decision-making.
  • Create and maintain procedures by partnering with various business units.  Present procedure updates to appropriate leadership group for approval and publication.
  • Complete annual procedure review to ensure accuracy and compliance.
  • Partner with teammates and leadership to meet department objectives.
  • Other duties as assigned.

Education and Other Minimum Requirements:
  • High school diploma or GED
  • Strong analytical skills with high attention to detail and accuracy
  • Excellent written and verbal communication skills
  • Ability to manage time and ensure deadlines are met
  • Ability to work independently and with other business areas
  • Excellent analytical skills with the ability to identify process improvement opportunities.
  • Effective communication skills, both written and verbal, with the ability to convey complex information clearly and concisely
  • Critical thinking, good judgement, adhering to companies’ ethics policy.
  • Proficiency in MS Office applications (e.g., Word, Excel, and PowerPoint)
  • Experience with speech analytics and ticketing management systems (e.g., ZenDesk)
  • Familiarity with call center software like LiveVox, Five9, RingCentral, or similar platforms

Bonus Points if You Have:
  • Bachelor’s degree
  • Previous call center and/or operations experience in banking, finance, insurance, mortgage, and/or consumer lending
  • Previous professional writing experience

Competitive pay with bonus, and a comprehensive benefits package that includes, but not limited to:
  • 401(k) + company match up to 4%
  • Long Term Incentive program
  • Medical, dental, and vision coverage
  • Annual HSA contribution of $1,600
  • Life insurance, disability, and critical illness
  • Birthday holiday
  • 2 floating Community Days
  • Free snacks and drinks in the office
  • Tuition reimbursement program
  • Generous PTO, including Paid Parental Leave
  • $2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical Day
  • Community funds, wellness funds, and more

Learn more about our benefits by viewing our 2024 Employee Benefits Brochure.

Goal Solutions, LLC (“Goal” or the “Company”) is an innovative consumer loan servicing and asset management company providing comprehensive and customizable solutions driven by technology, analytics, and industry expertise.

Directly or through its subsidiaries, GSS Data Services, Launch Servicing (“Launch”) and Turnstile Capital Management (“TCM”), Goal provides primary servicing, asset management, collections management, direct collections, administration, and treasury services. Key markets we serve include residential solar, home improvement, student finance, and a growing number of personal loan providers. Currently Goal serves a variety of clients including hedge funds, traditional banks, ABS structures, insurance companies, investment banks, and colleges and universities with over $30B in assets under management.

Goal will continue to grow the business both organically and through acquisitions. Senior Goal leadership has been working together for over fifteen years and we pride ourselves and our work on our mission, values, culture, and service to our community. Our company is headquartered in San Diego, CA and has been named “Best Places to Work” by the San Diego Business Journal since 2015.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
 

Equal Employment Opportunity

It is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.