Analyst Batch Customer Engagement

What We'll Bring:

As a Client Services Analyst, you are the custodian of client and sales engagement working as a key contributor to the Batch Credit Services team. You will be responsible for partnering with the sales team, stakeholders and managing client relationships jointly with sales by leading the execution, accountability, optimization and proactive enhancement of Batch technical delivery. By ensuring that Batch data is, secure, relevant, accurate, and compliant and of high quality, you will be contributing to the long-term sustainability, growth and profitability of solutions. You will also be expected to partner with the management team to identify opportunities for efficiencies and risk mitigation

What You'll Bring:

Requirements Gathering & Compliance

• Collaborate with multiple teams and stakeholders to gather and review batch processing requirements.
• Ensure all batch requests comply with established rules and standards.
• Understand customer data usage to recommend appropriate products.

Training & Knowledge Application

• Apply learnings from training to solve live order issues.
• Document solutions and processes for future reference.
• Avoid repetitive queries by leveraging existing knowledge.

Communication & Collaboration

• Communicate effectively and timely with sales, customers, and internal teams using appropriate channels.
• Maintain professional communication across all interactions.
• Reach out to managers and peers when clarification is needed.
• Proactively inform stakeholders of any delays or risks.

Order Management

• Manage all orders efficiently, ensuring deadlines are met.
• Validate batch fulfillment system setup and output based on customer requirements.
• Audit results through direct customer communication.

Process Improvement & Problem Solving

• Review and optimize processes for continuous improvement.
• Gather information efficiently and recommend persuasive solutions.
• Identify risks and challenges that may impact customer experience.

Teamwork & Relationship Building

• Build strong relationships within the team.
• Learn and adopt best practices from peers.
• Manage conflicts constructively with stakeholders and team members.

Technology & Expertise

• Understand the capabilities of relevant technologies with support.
• Serve as a subject matter expert on client engagement processes.
• Support training initiatives for stakeholders and sales teams based on identified trends.

Flexibility

• Perform other related duties as assigned.

Impact You'll Make:

• Minimum of 5 – 10 plus years of business/industry work experience including system and process.
• Minimum of 5 – 10 years in a customer facing role and an understanding of how to support customer needs within the constraints of TU’s controlled environment.
• Exceptional interpersonal and communication skills – active listening, verbal communication, written communication and presentation skills. The position requires effective communication (both written and verbal) throughout the organization as well as with external customers.
• Work creatively and analytically in a problem-solving environment
• Ability to prioritize and complete multiple tasks concurrently
• Good time management
• Effective conflict management
• Communicate effectively with team as well and internal and external customers
• Escalate issues when appropriate
• Understand and interpret requirements
• Analyze and document requirements to enable process designs.
• Follow guidelines set by compliance
• Identify opportunities for improving existing processes
• Can work independently when necessary, but also able to work within a team
• Build good working relationships with peers and cross-functional teams
• Be available over weekends and public holidays (This will be rarely be required and communicated up front)

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.