Job Title: Financial Analyst - Senior

Duration: 6 Months

Location: Toronto, ON, Canada

Pay Range: $22 per hour

Intelliswift Software Inc. conceptualizes, builds, and supports the world's most amazing technology products and solutions. Our team of rich experts from diverse backgrounds contributes to making Intelliswift one of the most reliable partners in IT and Talent solutions. We specialize in delivering world-class Digital Product Engineering, Data Management and Analytics, and Staffing Solutions services to Fortune companies, SMBs, ISVs, and fast-growing startups.

Description of responsibilities:

Top Skills: Project Management / Logistics / Customer Care

Product Safety/Liability - CE Operation Specialist

Job Description Summary

CE PL Operation Specialist will contribute to team's growing need of business intelligence, insights/dashboard management, strategic development, customer experience, and related best practices

1. Maximize customer satisfaction by providing prompt actions to customer's need and obtain quality photos/data to determine root cause of claim to defend or accommodate customer's claim
2. Provide efficient solutions to customer-facing agents by developing and operating guide and contents
3. Use various tools/dashboard/systems to quantify the agent's performance of customer care and develop appropriate actions to improve performance and quality

Job Description
1. [Customer Experience Management] Analyze end-to-end processes that customers experience and participate in providing suitable resolutions accordingly and in controlled & monitored turnaround time for each action of customer claim process
2. [Quality Management] Monitor and review customer calls/tickets for customer care quality control, carry out activities to secure quality competitiveness of our company and customers
3. Maintains and improves operational quality by monitoring system performance; identifying and resolving problems; preparing and completing action plans.
4. Identify/resolve bottleneck of customer care status and resolve with internal/external stakeholders (HQ, BPO, PI, etc.).
5. Review & maintain policies, SOP (Standard Operating Procedures), to keep up-to-date policies and guide for agents to use as well as find any conflicted policies to provide resolutions.
6. Track & manage service tracking to ensure swift service procedures and rapid follow up on completed service tickets and give feedback to stakeholders for immediate action on needed items
Main R&R
- Case management for CE claims
- Pending Management (KPI, LTP)
- QA and training agents for CE
- Case Tracker Management for special issue
- CPSC claim management (Customer care/tracker) (CE)
- Monitoring FCCM report quality (ACQ/OS Reports)
- Special Projects
- Backup Customer Care Resolution
- EnR Submission/Management
- Periodically report to manager
- Develop SOP for CE & maintain up-to-date policy/procedures
- Work to de-escalate customer situations while finding an appropriate solution; involve upper management as needed

Intelliswift is committed to fair and equitable compensation practices. The range provided for this position is determined by various factors including, but not limited to, relevant work experience, skills, certifications, and location. Intelliswift offers medical insurance, dental insurance, vision insurance, supplemental life and AD&D insurance, and any other benefits per state law.

Equal Employment Opportunity Statement Intelliswift celebrates a diverse and inclusive workforce. We offer equal employment opportunities to all applicants and employees. All qualified applicants will be considered regardless of race, color, sex, gender identity, gender expressions, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other protected basis under the law.

Americans with Disabilities Act (ADA)

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact Intelliswift Human Resources Department

Other Employment Statements
Intelliswift participates in the E-Verify program.

Learn More For information on Intelliswift Software, Inc., visit our website at .