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Client Services Operations Analyst

2 months ago

Irving, Texas, United States Spectraforce Technologies Full time
Job Title: Strategic Operations Analyst

Job Summary:

Spectraforce Technologies is seeking a highly skilled Strategic Operations Analyst to join our team. As a Strategic Operations Analyst, you will be responsible for providing exceptional client service, facilitating payment functions, and de-escalating situations involving dissatisfied customers.

Key Responsibilities:

  • Provide accurate and satisfactory answers to customer queries and concerns
  • Facilitate payment functions, answer client queries on accounts, portfolios, and records
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support
  • Guide callers through troubleshooting, navigating the company website, or using the products or services
  • Collaborate with other client services professionals and financial advisors to improve client experience
  • Review and approve pending client requests to ensure proper authorizations and supporting documentation are in place and meet policy requirements
  • Process team-specific tasks as requested by the business
  • Utilize proprietary and external systems to evaluate complex issues and make critical thinking decisions
  • Interface with teams and businesses to resolve ongoing issues and answer specific policy questions
  • Provide support and work on special projects as requested

Qualifications/Requirements:

  • 1-3 years of prior work experience in a relevant field
  • Proficient to advanced skills with MS Office (Excel, PowerPoint, Word, Outlook)
  • Highly organized with exceptional attention to detail and follow-through
  • Strong ability to manage multiple projects with competing deadlines
  • Proven analytical skills and problem-solving ability
  • Team player with a positive attitude and strong work ethic
  • Ability to work collaboratively with all levels of the organization
  • Flexible and able to work well under pressure in a team environment
  • Strong communication skills (written and verbal)
  • Great active listening skills
  • Exceptional interpersonal and rapport-building skills
  • Ability to work in a fast-paced environment
  • Strong interest in client service/operations
  • Commercially savvy with the ability to exercise discretion with respect to highly confidential/sensitive information
  • Analyst must understand and adhere to all policies and procedures, including, but not limited to, quality, client service, information security, and compliance
  • Apply business judgment to identify unusual or suspicious activities and escalate issues as appropriate

Education:

Bachelor's Degree Preferred