The Customer Service Lead Analyst is a senior-level position responsible for leading client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.
Responsibilities:
Develop and exercise business plans, policies and procedures as well as projects to improve efficiencies, as neededManage a specific product or process within a specific infrastructure area and advise on significant business/product decisionsAnalyze operational flow for potential risks and ensure operational executionOversees complex analyses to identify authentication strategy and procedure gapsEnsure appropriate balance between fraud risk, operational cost and customer experienceUpdate the Manager Control Assessment process, ensuring that all risks related to Client Operations are capturedAppropriat...