Randstad is looking for Research Remediation Analyst professionals for a major financial firm in Chandler! Please see details below:
Location: Chandler, AZ 85286
Duration: Temp to Perm
Schedule: Monday through Friday, 8-5, subject to change
Start Date: 05/25/2020
This group oversees escalated complaints for all of auto - this is the "end of the road" per say for complaints in this space. It is this teams responsibility to research and remediate any/all complaints aligned to them.
No matter how a customer complains (written, verbal, social media, etc) the complaint goes to the complaints intake team where it is then triaged to the appropriate LOB
Usually 12-15 cases open at any given time - per person
Each day will be responsible for following up on older cases and getting started on new cases - goal is to touch all cases each day or at least once every 3 days
As they receive new complaints - this team is to investigate the concern, reach out to the customer to get up to speed on the issue, review their expectations, let them know you will get started, provide a timeline on when you will get back in touch and ultimately remediate their concern
In this role it is important that you work through the situation with the customer without being accusatory - build the relationship, understand what is wrong, what impact is this having on the customer, look at the issue objectively, consider all options for the customer
When sending letters out to customers = will either use template and input info or may have to free hand at times
When speaking with customers the words and tone being used are extremely important - "speaking on behalf of the president of auto department" - the point here is to help the customer understand that this team is responsible for handling these complaints and that you are speaking on behalf of the highest leadership when working to remediate a customers complaint
SLA's / metrics
Expected to reach out to the customer within 24 hrs to collect info needed and then follow up again in 7 days (phone, letter or email) to provide a resolution
80% of cases closed in 7 days or less
Close about 2 cases per day, will be working pipeline daily and will be touching each case every 2-3 days
Working hours: 8:00 AM - 5:00 PM
Think holistically about all areas this complaint touches and correspond with appropriate people
Must take ownership of the complaint from beginning to end while working to remediate customers concerns
Effective de escalation skills
No Degree Required
Business writing is important; a writing assessment will be required for consideration
Analyst needs to hear what the customer has to say and put it into writing, Tell the story, beginning, middle, and end without going in circles.
Time management - will "own" a pipeline they need to constantly be working through and ensure all accounts are being touched
Qualified and interested candidates, please send updated resumes to email@example.com for consideration with the subject "Chandler- Conflict Resolution"
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