About the position
The Consumer Experience Analyst role at LSEG is pivotal in enhancing the consumer experience by managing consumer calls and providing essential support to bank account owners. This position requires a proactive individual who can effectively handle customer inquiries, ensuring that each interaction aligns with the company's brand and values. The Analyst will be responsible for delivering consumer reports and assisting clients with their requests, showcasing strong relationship-building skills to foster a positive consumer experience. In this role, the Analyst will respond to consumer inquiries primarily via phone, addressing both straightforward and complex issues. The ability to resolve inquiries on the first call is crucial, as is the capacity to filter and escalate inquiries related to other business aspects, such as sales and technology. The Analyst will track the progress of inquiry resolutions and proactively communicate updates to customers, ensuring transparency and satisfaction. Additionally, the Analyst may assist in training new team members, develop training programs, and contribute to project work, including reporting and analysis. Acting as a subject matter expert, the Analyst will provide guidance on advanced consumer inquiries, ensuring that all customer interactions are handled with professionalism and care. This role is integral to maintaining high levels of customer satisfaction and retention, ultimately supporting the Operations team in achieving its goals.
Responsibilities
- Respond to consumer inquiries, primarily via phone.
- Resolve sophisticated and/or specialized issues, aiming for first-call resolution.
- Use analysis and judgment to select appropriate methods for acquiring solutions.
- Filter and advance inquiries relating to other aspects of the Company businesses as appropriate.
- Track inquiry resolution progress and actively communicate updates to customers.
- Interpret customer needs and determine solutions to complex issues.
- Assist new team members in learning processes and procedures for excellent customer service.
- Develop and facilitate training programs as needed.
- Ensure customer contacts align with the Company brand and values to maintain satisfaction and retention.
- Participate in project work, including reporting and analysis.
- Act as a subject matter expert and provide work direction for advanced inquiries.
Requirements
- Excellent professional communication skills, both verbal and written.
- Knowledge of Microsoft programs (Word, Excel, Teams).
- At least 2-3 years of customer support experience in a customer service environment.
- Positive demeanor and ability to maintain composure when handling difficult calls.
- Ability to develop and maintain a high level of product service knowledge.
- High School diploma required; additional education is a plus.
- Knowledge of the Fair Credit Reporting Act (FCRA) is preferred.
Benefits
- Health insurance
- Volunteer time off
