Client Service Analyst

• Process client transactions accurately and efficiently, leveraging your developing knowledge of our products and services, while supporting clients primarily via phone-based interactions
• Address client inquiries and troubleshoot issues in real time through inbound and/or outbound calls, applying your understanding of our operating procedures and your developing skills in digital literacy and process automation
• Participate in the end-to-end change management process, applying your beginning proficiency in change management to influence others and mitigate stakeholder impact, including changes that affect phone workflows, scripts, call controls, and client communications

Required qualifications, capabilities and skills

• Knowledge or equivalent expertise in customer service operations, with a focus on transaction processing and troubleshooting in a client-support environment
• Demonstrated ability to establish productive working relationships with internal stakeholders, with a focus on driving mutually beneficial outcomes
• Experience in using problem-solving techniques to identify and resolve issues, with a focus on improving operational efficiency

Preferred qualifications, capabilities and skills

• Proficient in leveraging AI/ML technologies and implementing automation tools to enhance client solutions, streamline processes, and improve efficiency
• Prior call center experience and/or customer-facing phone support experience (inbound/outbound), including handling multiple client requests by phone, documenting interactions, and de-escalating/resolving issues during live calls
• Proficient in driving continuous and process improvement initiatives to ensure high-quality client experiences
• Developing ability to apply cultural intelligence and data & tech literacy for effective engagement with diverse clients and innovative solutions
• Beginning knowledge of cybersecurity best practices to protect client data, with developing skills in quantitative reporting for informed decision-making
• Bilingual proficiency in English and Spanish