Business Analyst

CGI•Plano, TX

15d•$51,400 - $110,500•Hybrid

About The Position

This role acts as a critical second line of support for inbound customer calls, focusing on resolving escalated or complex issues. The position requires handling sensitive situations with professionalism, empathy, and a strong understanding of compliance standards. We partner with 15 of the top 20 banks globally, and our top 10 banking clients have worked with us for an average of 26 years!. This role is located at a client site in Plano, TX. A hybrid working model is acceptable. The ideal candidate is skilled at de-escalating high-pressure interactions, ensuring customers feel heard while delivering accurate and timely solutions. Working closely with internal teams, this role helps protect the business while maintaining a high standard of customer experience.

Requirements

2+ years of experience in a customer service or call center environment
Strong customer service mindset with the ability to handle challenging conversations
Clear and professional communication skills, both verbal and written
Comfortable managing high-stress or emotionally charged situations
Solid problem-solving abilities with good attention to detail
Experience working in a fast-paced, high-volume call environment
Ability to multitask across multiple systems and tools without losing accuracy
Team-oriented, but also capable of working independently when needed
Adaptable and dependable, with a consistent approach to handling customer concerns