Customer Experience And Engagement Analyst

TEKsystems; St. Louis (MO); Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as part of the Global Consumer Escalations team, where you will play a vital role in investigating and resolving consumer complaints. This fully remote position offers an opportunity to utilize your analytical and problem-solving skills to enhance customer satisfaction and drive product improvements. Collaborate with various teams and leverage complaints data to identify opportunities for process enhancements. With a competitive hourly pay range and a comprehensive benefits package, this role is perfect for those looking to make a meaningful impact in customer care.

Benefits

Medical, dental, and vision insurance

401(k) Retirement Plan

Life Insurance

Short and long-term disability insurance

Health Spending Account (HSA)

Transportation benefits

Employee Assistance Program

Paid Time Off (PTO)

Vacation

Sick Leave

Qualifications

• Bachelor's Degree required.
• Experience in customer service or financial services preferred.

Responsibilities

• Review and address complex customer complaints thoroughly.
• Communicate with internal teams and consumers via phone and email.

Skills

Problem-solving skills

Analytical skills

Communication skills

Customer service experience

Complaint handling experience

Education

Bachelor's Degree

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Description

Our team is part of the Global Consumer Escalations team within the Global Customer Care organization. We handle the highest level of escalation for consumer complaints related to prepaid cards. Our responsibilities include investigating, overseeing, analyzing, and reporting on all consumer complaints to inform business decisions on customer satisfaction and product improvements.

Overview

As a member of the Global Consumer Escalations team, you will assist in investigating complex complaints either collaboratively or independently. Using complaints data, you will serve as the voice of the customer and help identify opportunities to improve processes and products.

Responsibilities

1. Review individual and complex complaints thoroughly to determine root causes of customer dissatisfaction and address them appropriately.
2. Communicate directly with internal teams and consumers via telephone and email.
3. Utilize various tools and systems across platforms, collaborating with different teams to support complaint investigations.
4. Assist in analyzing complaints data and report customer feedback to help improve products and services.

Skills & Qualifications

• Bachelor's Degree obtained.
• Experience in customer service and/or the financial services industry is preferred.
• Previous experience in complaint handling is advantageous.
• Strong problem-solving and analytical skills are essential.
• Excellent communication skills are required.
• Proficiency in Microsoft Word, Excel, Outlook, and other Office tools.

Experience Level

Expert Level

Pay and Benefits

The pay range for this position is $30.00 - $40.00/hr. Eligibility for benefits depends on job classification and employment length, and benefits may change over time. Potential benefits include:

• Medical, dental, and vision insurance
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan (Pre-tax and Roth options)
• Life Insurance (Voluntary Life & AD&D)
• Short and long-term disability insurance
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off (PTO, Vacation, Sick Leave)

Workplace Type

This is a fully remote position.

Application Deadline

The application deadline is anticipated to be May 22, 2025.