Customer Service Business Analyst
Syncada - Chicago, IL

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Department: Operations
Location: Naperville, IL (Chicago)

Syncada, a joint venture between U.S. Bank and VISA, is a business-to-business network for corporations and governments to process and track invoices, make and receive payments around the world, and have payables or receivables financed through local and global financial institutions. Our goal is to help businesses replace inefficient paper processes with a fully electronic financial supply chain platform, saving our customers time and money. Our employees strive for the highest levels of innovation and are key to our success.

Duties & Responsibilities:
Maintain Issues Log – Document all customer issues and follow through to resolution

Maintain and distribute customer dashboards

Monitor daily deliverables – Develop and use a checklist to ensure operational deliverables are met

Key Performance Indicators – Report on KPI’s; manage to objectives and targets set by the Account Manager

Process analysis and improvement – Review exception rates and suggest business rule changes

Proven root cause analysis and solution design skills

Ability to manage multiple projects simultaneously

Proven customer service skills

Manage systems/applications issues and/or process improvements. Examples include:

File Research

Data Content Issues

997 Failures

Carrier EDI onboarding for existing Buyers

OON Seller setup (variances, billing guides)

Sellers moving from OON to IN and vice versa

Project Manage client-requested enhancements / new business.

Project Manage US Bank / Syncada initiated enhancements

Special projects as assigned

Interface with Tier II and Tier III for systems/application support

Handle carrier inquiry escalations from Account Representatives & Account Coordinators

Execute ad-hoc reports through Wed Focus or CQ

Balance client funding/payables against detailed transaction counts

GL Coding troubleshooting

Small Parcel troubleshooting

BOG updates

Training of internal and external parties on processes and Applications

Communication with customer contacts and internal team members.

Facilitate team meetings and/or client conference calls

Requirements & Education:
Bachelor’s Degree preferred or equivalent experience

Minimum of 2 years related professional experience

Proven problem analysis skills

Strong written and verbal communication and interpersonal skills

Stress tolerant

Excellent organization and prioritization abilities

Initiative and strong work standards

Proficient in Microsoft Word, Excel, Powerpoint and Access

Customer Service skills

Data reporting and analysis

Experience with large databases / querying and manipulating large amounts of data

Strong technical support knowledge

Syncada - 2 years ago - save job - block
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