Customer Experience and Engagement Analyst

JustinBradley’s client, a global leader in payment processing, is seeking a Customer Experience and Engagement Analyst to join their Global Consumer Escalations team within the Global Customer Care organization. This team manages the highest level of consumer complaints for prepaid card products and plays a critical role in identifying customer pain points and driving product and service enhancements across the business.

Responsibilities:

Investigate complex consumer complaints independently or in collaboration with internal stakeholders.

Identify root causes of dissatisfaction and recommend appropriate remediation or redress.

Communicate directly with consumers via email and telephone, maintaining professionalism and clarity.

Utilize platforms, tools, and systems to support thorough complaint resolution.

Collaborate cross-functionally with internal departments to gather necessary information for complaint resolution.

Analyze complaints data to extract insights and identify trends.

Report consumer feedback to inform business process and product improvements as part of ongoing service refinement.

Requirements:

Secondary education required; higher education preferred.

Strong written and verbal English communication skills (qualification testing required).

Experience in customer service or the financial services industry preferred.

Prior experience handling consumer complaints strongly preferred.

Proven analytical and problem-solving skills.

Proficient in Microsoft Office tools including Outlook, Word, and Teams.

Ability to receive training and effectively navigate a case management tool.

Highly customer experience-oriented, with the ability to communicate clearly in both spoken and written English.

Ability to work collaboratively and independently in a dynamic, customer-focused environment.

JustinBradley is an EO employer – Veterans/Disabled and other protected employees.