Associate Analyst Franchise Management

About the Role

The Associate Analyst on this team will be responsible for the end-to-end non-traditional customer onboarding and continuous compliance monitoring. They will be accountable for delivering positive customer experiences and efficient business results. The individual will also support ongoing processing of other areas of Franchise Customer Enablement, including onboarding of licensed and non-licensed customers.

Key Responsibilities

• Support philanthropy entities in processing activities related to the onboarding lifecycle.
• Review onboarding projects and, when applicable, accurately facilitate with Franchise for clarification.
• Manage multiple Franchise onboarding programs, stay current with new enhancements and system updates, respond to complex ad-hoc customer requests, and conduct ongoing program management.
• Partner with internal stakeholders regarding rules, procedures, and processes to ensure compliance and maintain customer satisfaction.
• Demonstrate the ability to multi-task and prioritize to provide superior customer service according to the GBSC standards in terms of quality, response time, resolution time, and adhering to SLAs.
• Ensure that GBSC meets the needs of business units, Franchise Customer Enablement, and other stakeholders.
• Support customer training and education initiatives that facilitate onboarding and ongoing support of the customer relationship by preparing communications and materials.

Requirements & Tech Stack

• Background in customer onboarding with an emphasis in the card industry, operations, business administration, or customer service.
• Demonstrated ability to communicate and interact cooperatively in a team environment and explain processes and policies effectively.
• Result-driven with a high sense of urgency and focus on customer, quality, and timely resolution.
• Strong problem-solving and troubleshooting skills.
• High level of accuracy and attention to detail.
• Work effectively in a dynamic, time-sensitive, high-volume environment.
• Results-oriented with strong follow-through skills.
• Excellent interpersonal communication skills, both written and verbal, with the ability to explain processes and policies effectively.
• Experience in customer service, preferably in a B2B environment.
• Experience in customer due diligence.
• Always on the lookout for opportunities to automate and drive process efficiency.
• Experience in one of the CASE management tools (preferably Salesforce).
• Tableau experience is a plus.

Qualifications

• Experience working with case management systems.
• Basic understanding of due diligence in entity onboarding and KYC.
• Strong attention to detail and commitment to accuracy.
• Intermediate level of competency.