Call Center Analyst

Overview

PLS®: People. Location. Service 

Why PLS? Because You Deserve Better!® PLS — which stands for People – Location – Service — is a leading retail provider of financial services. The “P” comes first, because our customers are at the center of everything we do, and we recognize that it’s our exceptional team members who go above and beyond every day. The PLS Group, headquartered in Chicago, is comprised of over 200 financial service centers in 12 states. Through our check cashing stores, we provide consumers with convenient financial products and services to help them manage their day-to-day financial needs. Although many of our customers have banking relationships, we believe that our customers use our financial services because they are convenient, transparent, and frequently more affordable than available traditional alternatives. PLS was founded in 1997 by Bob and Dan Wolfberg, who serve as Co-Presidents.

Position Overview: 

The Call Center Analyst is responsible for the coordination of the Customer Comment Program. Call Center Analyst is also responsible for all points of extraction, manipulation, reporting and analysis of Customer Comment data. Data from internal and vendor call centers will be analyzed and accurate feedback provided for process improvements, in addition to various administrative duties supporting the Manager of Customer Quality & Support.

Responsibilities

Job Description:

• Maintain responder directories and appropriate reporting structure.
• Respond to email correspondence from responders and third-party vendors in a timely manner.
• Research complex issues and provide timely, accurate resolution which may include working with various teams and third-party vendors.
• Utilize spreadsheets, databases and reporting software to design and generate reports.
• Administer the daily Customer Inquiry Report tracking customer comments, concerns and resolutions, distributing the report at the end of each business day to the executive and operation teams. Responsible for the final compilation and distribution of daily, monthly, quarterly, and annual reports. 
• Analyze report data and metrics; identify trends and provide feedback regarding business needs and solutions. Formulate recommendations to improve service and the customer experience. 
• Maintain a comprehensive knowledge of PLS products and services applicable to target customer segments, as well as general information required to answer customer inquiries. 
• Provide in-bound telephone customer support in a call center environment. 
• Other duties as assigned.

Qualifications

Job Requirements:

• Previous call center report experience in a high-volume environment is required; minimum 2 years.
• Associate or bachelor’s degree in Business, Marketing, Communications, Management or Human Resources preferred; minimum 3 years of relevant experience accepted.
• Must be able to work weekends, evenings and holidays as required to support special business initiatives.
• Ability to establish and maintain effective working relationships with peers, customers, and vendors.
• Excellent customer service and organizational skills.
• Experience working in a fast-paced environment with demonstrated ability to juggle multiple competing tasks, and ability to complete all work accurately and in a timely manner.
• Strong skills to analyze, prioritize, and/or establish a resolution for customer or staff concerns or issues.
• Ability to readily accept and adapt to changes in work environment, priorities, and regulations.
• Ability to work independently and in a team environment. 
• Knowledge of Excel and previous experience working with large spreadsheets/data required. 
• Microsoft Office software, Outlook, experience preferred.

Physical Requirements:

• Must be able to sit and/or stand for long periods of time.
• Ability to lift 15 lbs.

Benefits:

Benefits for eligible employees include medical/dental/vision, 401k, vacation, opportunities for advancement, on-going training available.

We strive to demonstrate our Core Values in all positions at PLS:

Communication ● Customer Focus ● Integrity and Trust ● Teamwork ● Results

PLS Financial Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. PLS Financial Services will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. PLS Financial Services is a drug-free workplace. PLS provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify your Recruiter or a member of our Human Resources team [email protected] to make arrangements. The decision on granting reasonable accommodation will be made on a case-by-case basis.

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