Customer Service Business Analyst Sr

Gulfstream•Savannah, GA

10d•Onsite

About The Position

This is a highly visible call center environment serving high-net-worth customers, so we are looking for someone with strong customer service and call center experience. The ideal candidate should be customer-focused, empathetic, and skilled at understanding customer needs while delivering an exceptional customer experience in a fast-paced service environment. They should be proactive in identifying solutions, managing customer expectations, and driving issues to resolution. Success in this role also requires the ability to work effectively within a call center setting, balancing customer inquiries, service levels, and response times while maintaining professionalism and composure. Strong collaboration skills are essential, as the individual will need to partner closely with team members and cross-functional organizations to resolve issues and deliver timely outcomes for our customers.

Requirements

Bachelor's Degree in Accounting, Finance or related field required or equivalent combination of education and increasingly responsible experience sufficient to successfully perform the essential functions of the job.
5 years of increasing financial responsibility.
Strong customer service and call center experience.
Customer-focused, empathetic, and skilled at understanding customer needs.
Ability to work effectively within a call center setting, balancing customer inquiries, service levels, and response times.
Strong collaboration skills.
Ability to read, write, speak, and understand the English language.

Nice To Haves

Proactive in identifying solutions, managing customer expectations, and driving issues to resolution.
Maintaining professionalism and composure in a fast-paced service environment.

Responsibilities

Ensure accurate and timely performance analysis and reporting.
Develops appropriate reporting mechanisms to communicate results in a meaningful manner to operational and financial management.
Generate queries and reports to identify and resolve issues.
Prepare accurate and timely financial analysis and report actual financial performance.
Compile financial information to help in the development of budgets, identify causes of major variances and ensure accuracy of actual data.
Support Finance in reconciliations of accounts.
Prepares reports related to operational or strategic initiatives.
Performs in-depth analysis as required, for operational, financial and strategic initiatives.
Participates in a wide variety of special projects to include business and process improvement initiatives.
Responsible for ensuring that accurate records and complete invoices and credits are prepared for customer billing, and presentation to Accounts Receivables for designated areas of Product Support.
Assists in accomplishing business office activities that may include audits, customer invoice disputes, invoice research, intercompany transactions and business analysis.
Responsible for assisting operations areas by reviewing Work in Process and processing orders in a timely manner to avoid aging transactions and ensuring the operation area remains in conformance.
Continually evaluates processes to identify and implement continuous process improvements, both in support of operations and with financial processes.
Provides support and guidance to lower level Product Support Business Analyst in accomplishing activities that may include audits, analysis or reporting.
Provides advanced knowledge and support of multiple Product Support Business areas.
Perform other duties as assigned.