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Escalation Research Analyst

  • Location: Fort Mill, 29715
  • Salary: $46.53 - $52.43 / hour
  • Job Type:Contract

Posted 3 months ago

Job Description

Outstanding long-term contract! A well-known Financial Services Company is looking for a RCSA Credit Card Merchant Services Analyst in Charlotte, NC (Hybrid).

Work with the brightest minds at one of the largest financial institutions in the world. This is long-term contract opportunity that includes a competitive benefit package!  Our client has been around for over 150 years and is continuously innovating in today's digital age. If you want to work for a company that is not only a household name, but also truly cares about satisfying customers' financial needs and helping people succeed financially, apply today.

Contract Duration: 12 Months

Required Skills & Experience

  • Strong written communication skills to create written evidence and artifacts (must have strong grammar skills).
  • Ability to perform Root Cause Analysis within regulatory environment (UDDAP, Reg P, etc.).
  • SharePoint - Intermediate level skills.
  • Ability to perform research (identifying issues, investigations, problem solving, critical thinking, ability to make determinations. (Constantly asking questions).
  • Direct experience or strong knowledge of Credit card products &/or a background in Retail/ Merchant services.
  • Investigative and critical thinking skills.
  • Robust productivity experience (ability to meet production goals while keeping quality high).
  • Ability to adapt and change directions.
  • Ability to work in team environment (18+ team).
  • 2+ years of Business Operations or Leadership experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.

What You Will Be Doing

  • Conduct research of closed customer complaints to determine whether the complaint is a result of a control gap within the organization.
  • Perform root-cause analysis to determine cause of complaint and if it is repeatable.
  • Pull text analytics and reviewing analysis.
  • Work within SharePoint & (future state) PEGA to log justification reasons.
  • Create PowerPoint presentations to present findings.
  • Write executive summaries and narratives with strong details for results).
  • Participate in a variety of assigned and ongoing business operations to ensure success in meeting business goals and objectives.
  • Identify opportunities for process improvement by conducting root cause testing of all compliance and business metrics.
  • Determine areas of strength or Business Execution opportunity within defined scope of work.
  • Review and research strategies and action plans to establish effective processes while meeting performance metrics and policy expectations.
  • Utilize independent judgment to guide moderate risk deliverables.
  • Present recommendations to develop, implement, and monitor strategic approaches, effectiveness of support function, and business performance improvement opportunities for managing risks of the business.
  • Exercise independent judgment and provide guidance in diverse support functions and operations for a single business group within a line of business.
  • Collaborate and consult with leaders and executive management.
  • Provide work direction to less experienced Strategy and Execution staff.