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.
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.
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.
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.