The Process Analyst is a critical role that involves engaging with customers and internal team members to provide outstanding customer service. The primary objective of this position is to ensure seamless execution of customer contract activities from initial entry through final payment for product deliveries.
Key Responsibilities:
* Maintain accurate account information to facilitate timely payment activities;
* Coordinate follow-up discussions with customers on contracting activities, including past due balances and unconfirmed contracts;
* Solve customer complaints and payment issues efficiently, ensuring active engagement with customers and internal team members to prevent future issues;
* Conduct outbound calls to customers to create awareness of new product initiatives and follow up on business transactions, highlighting opportunities for improved customer experiences through digital platforms;
* Provide direct customer service call support by addressing basic market and risk management product questions, customer-specific account and contract-related queries, and supporting customer interactions with digital platforms;
* Participate in customer planning meetings with the sales team to bring forward account management items and coordinate customer follow-through;
* Perform compliance and monitoring functions as needed related to payments and contracts;
* Handle complex clerical, administrative, technical, or customer support issues under minimal supervision, while escalating only the most complex issues to appropriate staff;
* Other duties may be assigned.
Qualifications:
* Bachelor's degree in a relevant field or equivalent experience;
* English/Spanish languages at an advanced level;
* Experience in conducting/coordinating project activities;
* Ability to understand priorities, critical tasks, and prioritize them.