Customer Experience Analyst - 12 month contract As a Customer Experience Analyst , you will work within a team environment and partner with business leaders to ensure improvement in compliance and drive a Customer First focus.
The Customer Experience Team is responsible for ensuring all Latitude products within the Customer Service Department meet the businesses policies, procedures and regulatory compliance requirements from a Voice & Digital perspective.
Key to your success in this role is the ability to maintain a thorough understanding of our legislation, products, platforms, systems and processes.
Let's look at some key responsibilities: Line 1 call and digital reviews to be conducted in accordance with the Line 1 Framework for the Customer Service department to ensure all audits meet our regulatory requirements and are delivered within business timeframes.
Actively identify and highlight call and digital improvements for quality customer interactions from the Line 1 reviews and deliver feedback accordingly to the Customer Service Department.
Evaluate and report on customer interaction trends using the Customer Experience Team call-flow structure form to drive metric-based success in the Customer Service Department across system, performance, culture, and CX trends.
Maintain a thorough understanding of our legislation, products, platforms, systems and processes.
Log and maintain issues using our internal system and remain vigilant around changes to policies and procedures if or when they occur.
Work with Team Leaders & Process Leaders to ensure Line 1 reviews are calibrated where necessary.
Actively contribute to improvement ideas in conjunction with key internal stakeholders.
Complete analysis and reporting as required.
Ideally, we're looking for the following: Come with a strong understanding of how risks relate to business processes and the business 'risk and control' environment, be curious and look to effectively problem solve.
Have a solid understanding of internal policies, processes and guidelines used within the Customer Service Department.
You're proactive and take initiative to improve customer experience - an information gatherer and love to provide feedback effectively to improve overall performance.
Display good teamwork, internal stakeholder management skills and the ability to work with a variety of people – you're flexible, can work autonomously and with others.
Remain energetic and approach challenges with a positive mindset and adapt/learn quickly.
Be strategic and effectively manage your time and prioritise workload based on business requirements.
Sometimes the best candidates don't have 100% of what is listed above, but if you have most and are confident you'd be a good fit, we'd love to hear from you!
Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner days.
Flexibility @ Latitude: Flexible work arrangements - balance work and personal responsibilities, Hybrid set up - work from home & the office, 3 Days paid volunteer leave annually, paid community service leave, paid compassionate/bereavement leave.
Yearly salary reviews.
Sound like you?
That's a good sign!
In return for your energy and ideas, we offer a flexible working environment and great compensation.
We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.
We're Latitude, partners in money.
Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success.
Digital payments, cards, loans, and insurance is what we offer - but what we really are is a platform that helps people shop and live better.
Always living and breathing our values.
Act Right, Show Care, Be Curious.
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.
Only open to Australian or New Zealand Permanent Residents or Citizens.
About Us Why work at Latitude?
In addition to a great culture, challenging work and the chance to grow your career, Latitude also offers a comprehensive suite of employee benefits, designed to be as individual as each of our employees.
From superannuation and short term incentives to flexible working policies and a comprehensive employee assistance program, there are Latitude benefits to support your working and personal life.
Additionally, the 'Congratitude' recognition program exists to reinforce our spirit of teamwork and achievement, and have a little fun along the way.
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