Back Office Analyst, Associate
North American Bancard – Remote
The primary focus of the Back Office Analyst, Associate is to utilize their strong attention to detail to manage customer account updates, under the general supervision of the Back Office Manager and Back Office Team Lead. The Back Office Analyst Associate will need to demonstrate a high level of professionalism and integrity.
What you’ll do:
Manage and maintain customer accounts by completing critical account updates, quality audits, and advanced reconciliation reporting.
Maintain a thorough understanding of system capabilities, merchant statements, rates, pricing structures, and funding sequences.
Complete identity and document verification using an array of fraud detection tools.
Create and maintain a close working relationship with other departments within NAB to ensure escalated issues are resolved in an expedient manner.
Assist with researching, processing, and preparing settlement reports for customers, partners, and executive leadership.
Be able to meet aggressive timelines and regularly scheduled deadlines.
Respond to internal and external customer support inquiries to reduce inbound call volume and exceed customer and partnership expectations.
Diligently manage customer cases within our Customer Relationship Management (CRM) tool and communicate customer trends and issues to management immediately upon identification.
Work with all departments as applicable to report, resolve, and prevent advanced customer issues.
Provide excellent customer service to internal and external customers to build high trusting relationships.
What we need from you:
Bachelor’s degree or a combination of relevant and related experience and education
Minimum 1 year of experience in a data entry or customer centric role.
Excellent writing and analytical skills
Excellent communication skills with ability to operate well across all business lines internally and externally
Ability to establish high trusting relationships
Exercise sound judgment and discretion in scenarios that are complex and highly sensitive
Ability to handle, discern, and maintain confidentiality
Strong computer skills and proficiency with multiple software applications
Must be comfortable in a fast paced environment while interpreting and entering data information from a wide variety of legal documents
Strong attention to detail for initial data entry as well as for quality cross check of systems
Ability to learn a deep understanding of the products and services of the company
Ability to maintain a high standard of performance in all areas of work
Team oriented individual; cooperative and ability to adapt in a changing environment
Ability to thrive in a deadline driven environment
Availability to work overtime as department needs dictate
How to be an all-star:
Payments Industry experience