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Shieldpay is seeking a Customer Operations Analyst to drive operational excellence and client satisfaction. You will act as a key driver in troubleshooting friction points, investigating systemic issues, and partnering across teams to resolve problems at their root.
Key responsibilities include:
- Project managing large corporate payment deals end-to-end, ensuring the highest level of customer care throughout the engagement
- Building and evolving effective, scalable customer operations processes by identifying gaps and inefficiencies, then collaborating with colleagues to implement improvements
- Delivering accurate data capture for projects and payment instructions with meticulous attention to detail to ensure transaction accuracy and compliance
- Following communication procedures and policies while maintaining accurate records of all customer interactions; escalating issues appropriately
- Handling customer complaints by providing timely solutions and alternatives within agreed timeframes, then following up to confirm resolution
- Offering support and mentorship to team members, championing best practices and covering workload during staff absences
- Responding promptly and efficiently to customer calls and emails, ensuring all correspondence is addressed within agreed timescales
- Tracking key performance metrics and making data-driven decisions; regularly reporting performance to senior management
- Coordinating with other departments to address systemic issues and ensure timely resolution and customer satisfaction
- Maintaining compliance with all relevant policies, regulations, and quality standards
You bring:
- Proven track record in payments and customer operations with a history of building effective customer relationships
- Previous experience in legal and/or payments sectors with strong understanding of and passion for customer experience
- Problem-solving mindset: you investigate issues, get to root causes, and work collaboratively to fix them
- Ability to thrive in fast-paced, highly collaborative teams passionate about great customer and user experience
- Project management experience is a plus
Shieldpay offers flexible working options including flexible hours and hybrid work arrangements to support work-life balance.
