Resolution Assurance Analyst II
MoneyGram
Warsaw, Warsaw,PL,Poland
8 d. temu

Job Summary

The Resolution Assurance Analyst II is responsible for researching, analyzing and resolving non-regulated and regulated cases / complaints that fall outside the high volume, routine cases that come in to the department via multiple communication channels and considered the day-

to-day SME for other employee levels on escalated cases. Employees at this level will make resolution decisions that are complex in nature, impacting the customer complaint and / or payment discrepancy areas that are above the standard issues.

Primary Responsibilities

  • Assesses and makes resolution decisions on the complex regulated, non-regulated and / or higher level payment discrepancy complaints being serviced by the Resolution Assurance Department requiring a decision that falls outside of the normal customer complaint, and / or interpretation and recommendation outside the typically defined set of established processes and procedures.
  • Reviews & identifies the root causes of complaints and works with the applicable departments to ensure the appropriate resolution.
  • May support OJT trainings of new employees and participate in some inter / intra departmental projects as necessary.
  • Assist in development of any training materials and process enhancements based on subject matter expertise in escalated case / complaint management.
  • Takes actions on new and varying customers’ complaints, gathering information, making an in-depth assessment, identifying gaps / issues and making recommendations to management on solutions.
  • Responds directly to customers when necessary to investigate and resolve complaints / issues.
  • Performs other duties as assigned.
  • Experience

  • Minimum 1-2 years of professional experience in a customer service environment.
  • Minimum 2 years of increasing experience and level of responsibility in the Resolution or similar group / level within the Moneygram environment.
  • Essential Skills

  • Strong verbal and written communication skills with the ability to explain procedures and processes to internal or external customers effectively.
  • Demonstrated ability to make quick, yet sound decisions, and communicate negative and adverse messages professionally.
  • Subject matter expert in the specific area of concentration, with the ability to train less experienced members of the team and / or act as a point of escalated contact for issue resolution.
  • Excellent PC Skills, including Internet Research, Microsoft Office Products.
  • Ability to learn new database Working Conditions.
  • Fluent in English, verbally and written.
  • Fluency in other languages, preferred.
  • Strong customer service orientation.
  • Ability to proactively identify and assess issues, escalate to the appropriate contact with potential recommended solutions.
  • Ability to work well under pressure and address issues with diplomacy and tact.
  • Ability to manage time appropriately, work efficiently and independently within a team oriented environment.
  • Solid and proficient in varying analysis / research techniques with the ability to provide well thought out recommendations.
  • Solid detail orientation, critical thinking and analytical skills.
  • Ability to work with sensitive data with professionalism and confidentiality.
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