Bilingual Special Resolution Analyst

CAI•Pompano Beach, FL

9d•Onsite

About The Position

We are looking for a motivated Bilingual Special Resolution Analyst ready to take us to the next level! If you have experience investigating and resolving complex customer escalations in Spanish and are looking for your next career move, apply now. We are looking for a Bilingual Special Resolution Analyst to investigate and resolve complex customer escalations, analyze data, identify root causes, and implement corrective actions to improve customer satisfaction and business operations. This position will be a full-time contract and onsite in Pompano Beach, FL.

Requirements

Bilingual communication skills, including the ability to communicate professionally in both English and Spanish
Strong analytical, problem-solving, and decision-making skills
Experience analyzing data and identifying trends to support business decisions
Excellent written, verbal, and listening communication skills
Ability to handle complex customer issues and escalations with professionalism and sound judgment
Strong attention to detail and ability to maintain accuracy while working with large data sets
Ability to manage multiple priorities and meet deadlines in a fast-paced environment
Proficiency with Microsoft Word, Excel, PowerPoint, and related reporting tools
Strong organizational and time management skills
Ability to work independently while collaborating effectively with internal and external stakeholders
Customer service experience with a focus on issue resolution and relationship management

Nice To Haves

Experience handling executive, regulatory, or government escalations
Experience working within transportation, tolling, customer service, or operations environments
Experience preparing reports, dashboards, and business performance analyses
Knowledge of customer complaint resolution processes and corrective action planning
Experience collaborating with multiple agencies, departments, or external partners

Responsibilities

Investigate and resolve highly escalated customer issues that extend beyond standard operational support processes
Research customer concerns, identify root causes, and implement corrective action plans to achieve successful resolution
Collect, analyze, and interpret data to identify trends, patterns, and potential business solutions
Make outbound calls to customers and stakeholders to gather information and provide status updates on open issues
Develop reports and supporting documentation to highlight trends, performance metrics, and forecasting opportunities
Provide timely and accurate data analysis, validation, and verification of customer and operational information
Collaborate with internal departments and external partner agencies to resolve complex customer concerns
Provide insights and feedback to business units regarding recurring issues and operational improvement opportunities
Independently identify areas of concern and proactively recommend solutions based on data analysis
Manage and organize large volumes of information while maintaining accuracy and attention to detail
Attend and actively participate in team meetings, stakeholder discussions, and operational reviews
Perform additional duties and special projects as assigned