Service Delivery Experience & Insights Specialist II

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Requirements:

• Bachelor’s degree in Business, Finance, Operations, or a related field, or 4+ years of relevant experience in customer operations, business analysis, or compliance.
• Strong data analysis skills with experience using Excel, SQL, or BI tools (e.g., Tableau, Power BI, Sigma).
• Experience working in customer service, fraud operations, or financial operations within a high-growth or fintech environment.
• Experience defining requirements and using data and metrics to draw business insights.
• Proficiency in CRM systems, case management tools, and reporting software.
• Ability to work effectively in fast-paced and evolving environment.
• Ability to synthesize large datasets and extract meaningful insights.

Responsibilities:

• Oversee the end-to-end lifecycle of customer cases, ensuring resolution efficiency, accuracy, and quality.
• Monitor case queues, track aged cases, and ensure SLA compliance through proactive interventions.
• Collaborate with Workforce Management (WFM) and vendor teams to assign and track cases effectively.
• Perform root cause analysis (RCA) on escalations and drive corrective action.
• Compile weekly executive summary and key performance indicator reports.
• Utilize quantitative and qualitative data to identify trends, performance gaps, and areas for improvement.
• Create dashboards and custom reports to track KPIs related to customer operations, fraud, and business performance.
• Provide executive-level summaries on key performance metrics, operational trends, and process enhancements.
• Distill insights from case audits and trend analysis to recommend operational changes.
• Partner with key stakeholders to implement process enhancements aimed at improving customer and business outcomes.
• Support and/or create documentation of policies, workflows, and training materials to improve operational efficiency.
• Ensure compliance with regulatory requirements by identifying gaps and collaborating with risk and compliance teams.
• Lead initiatives to improve case handling, reduce resolution time, and enhance agent effectiveness.
• Support the development, documentation, and implementation of new policies and procedures.