Consumer Experience Analyst

The Consumer Experience Analyst role is responsible for handling consumer calls. The person in this position will be providing consumer reports to bank account owners and assisting clients with customer requests. The Analyst will work along with other departments in issue-resolution in support of the Operations team. An enthusiastic and outgoing individual will showcase relationship-building skills to improve our consumer's experience.

Role Responsibilities

• Respond to consumer inquiries, primarily via phone.
• Respond to more sophisticated and/or specialized issues, resolving as many inquiries as possible on the first call.
• Use analysis and judgment and exercise discretion in selecting methods and technique for acquiring solutions.
• Filter and advance inquiries relating to other aspects of the Company businesses (e.g. sales, technology, business leads, etc.) as appropriate.
• Track inquiry resolution progress and where appropriate, actively call customers with a status update or resolution.
• Solving complex issues may involve interpreting the needs of the customer, determining solution to the problem and assessing any downstream impact.
• Assist new team members in learning the processes and procedures required to deliver excellent customer service.
• May develop and facilitate training programs.
• Ensure each customer contact is handled in a manner consistent with the Company brand and values to maintain customer satisfaction and retention.
• May include project work, including chipping in to reporting and analysis.
• May act as a subject matter expert.
• May provide work direction to resolve an advanced consumer inquiry.

Experience and Qualifications Required

• Excellent professional communications skills: Verbal and Written
• Knowledge of Microsoft programs (Word, Excel, Teams)
• At least 2-3 years of customer support experience within a customer service environment
• Positive demeanor and ability to maintain composure when handling difficult calls
• Develop and maintain a high level of product service knowledge
• High School diploma required; additional education is a plus
• Knowledge of the Fair Credit Reporting Act (FCRA) is preferred

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

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