Job Role- Business AnalystLocation- Plano, TXWork Schedule: Hybrid 5 days onsite / 5 days remote (rotational) Position Overviewserve as a second line of defense for inbound consumer calls. This role is critical in resolving complex or escalated customer issues, ensuring a positive experience while protecting the business through professional, compliant, and empathetic communication.The ideal candidate is calm under pressure, excels in customer service, and has the ability to deescalate sensitive