W2 CONTRACT
MUST BE LOCAL to Deerfield, IL or Riverwoods, IL
PAY RATE: $25-$30

SUMMARY

Seeking a Customer Experience Analyst to review customer feedback and escalate/distribute feedback to proper channels. Conduct data analysis of customer feedback, and track trending topics.

JOB DESCRIPTION

The Customer Experience representative is responsible for management and advancement of issuer and cardholder acceptance referrals within North America and our International regions across all customer experience channels.
Management of issuer reported acceptance issues, proactive acceptance monitoring and the development of customer experience reporting.
Management and distribution reported issues including domestic and international markets. Candidates should be comfortable working with cross functional teams in an attempt resolve these customer-reported failures.
Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

RESPONSIBILITIES

Conduct data analysis of customer referrals related to transaction failures at the point of sale, online, and in-app, including priority assignment, deployment and validation efforts on reported resolutions.
Tracking and reporting on deployed customer referrals.
Validation of resolved customer referrals.
Communication with both internal and external partners to communicate progress on remediation efforts.
Creation and delivery of both internal and external complaint dashboards measuring Issuer/Program specific results.
Execution follow through on all customer referral activities, including data accuracy checks of remediation efforts.

EXPERIENCE