Analyst II, Customer Advocacy

Liberty • Joplin, MO

1d

About The Position

This role is responsible for analyzing customer interactions, identifying trends, and supporting continuous improvement initiatives within the Customer Care department. In addition to daily responsibilities, this role will assist the Manager of Customer Advocacy with investigating escalated regulatory and/or legal complaints and assisting with customer care data requests. This position requires strong analytical skills, problem-solving abilities, and a customer-focused mindset to enhance service delivery and customer satisfaction.

Requirements

• Bachelor's degree or equivalent preferred
• Minimum of 3 years' experience preferred
• Strong analytical skills with the ability to interpret and present data effectively.
• Experience handling sensitive customer complaints and providing thorough resolutions.
• Proficiency in data analysis tools and customer relationship management (CRM) systems.

Responsibilities

• Investigate and analyze customer complaints escalated to the department, identifying root causes and recommending resolutions.
• Collaborate with the Manager of Customer Advocacy to ensure thorough and timely responses to escalations and complaints.
• Stay informed on industry best practices and regulatory requirements related to customer service and data handling.
• Assist in developing and implementing best practices for complaint resolution and data management.
• Handle and manage customer care data requests, ensuring accuracy, confidentiality, and compliance with company policies and regulations.
• Collect, analyze, and interpret customer interaction data to identify trends and insights that drive service improvements.
• Support process optimization initiatives within Customer Care to enhance efficiency and effectiveness.
• Work closely with cross-functional teams, including Voice of the Customer, Training, and Operations, to align customer service strategies.
• Provide reporting and insights on key customer service metrics, highlighting areas for improvement.
• Provide training or guidance to junior analysts and customer care representatives as needed.

Benefits

• Medical, Dental, and Vision coverage
• 401K plan with a 5% match
• Annual bonus and merit increase eligibility
• Life insurance
• Short-term & long-term disability
• Employee Stock Purchase Program
• Free Employee Assistance Program
• Headspace account
• 3 weeks of vacation
• Paid sick days
• 12 paid company holidays
• 3 paid volunteer days
• Tuition reimbursement
• Professional development opportunities
• Reimbursement for certification costs
• Reward & recognition programs
• Service awards

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level