Customer Resolutions Analyst

About the Company:

Ouro is a global, vertically-integrated financial services and technology company dedicated to the delivery of innovative financial empowerment solutions to consumers worldwide. Ouro’s financial products and services span prepaid, debit, cross-border payments, and loyalty solutions for consumers and enterprise partners.

Ouro's flagship product Netspend provides prepaid and debit account solutions that connect customers with secure, convenient access to global payment networks so they can manage their money and make everyday purchases. With a nationwide U.S. retail network, customers can purchase and reload Netspend products at 130,000 reload points and over 100,000 distributing locations.

Since Ouro's founding in 1999 by industry pioneers Roy and Bertrand Sosa, Ouro products have processed billions of dollars in transaction volume and served millions of customers worldwide. The company is headquartered in Austin, Texas with regional offices around the world. Learn more at www.ouro.com.

The Role: 

The Customer Resolutions Analyst role is crucial in Ouro’s Voice of the Customer program within the Global Support department. The CR analyst is responsible for investigating and addressing customer inquiries and complaints from both internal and external sources and finding ways to enhance the Ouro customer experience.

They handle highly escalated and time-sensitive complaints from customers, partners, clients, or banks. Agents are expected to handle questions, resolve customer issues, while also identifying trends and opportunities to improve the overall customer experience.

This position requires strong communication and organizational skills, the ability to think conceptually and solve problems, and a flexible work schedule, with the ability to work nights and weekends as needed.

What You’ll Do: 

• Consistently think outside the box and make sound judgment calls to resolve escalations and complaints

• Identify opportunities for process improvements in all Ouro’s departments that lead to higher standards of service for Ouro’s customers

• Monitoring and responding to Ouro’s social media accounts. Public responses to cardholder and non-cardholder comments.

• Proactive reach out to cardholders to address concerns to avoid potential complaints

• Handle executive escalations and complaints from customers.

• Handle external complaints originating from banks, or customers.

• Collaborate with numerous departments to address escalations/complaints.

• Maintain a record for each contact and document support provided

• Identify trends and opportunities to enhance the customer experience

• Direct inter-departmental discussions to address partner, cardholder, or system issues

•  Perform other work-related tasks and/or projects assigned by management as needed

Experience We’re Looking For: 

• 5+ years of work experience in call center customer service or related fields with experience in handling highly escalated situations. 

• Excellent oral, written, and interpersonal communication skills

• Professional and personable demeanor relates well to all kinds of people

• Must be able to listen, understand, and build strong relationships to promote customer satisfaction

• Must be able to work independently and multi-task while working in a fast-paced environment

• Must be flexible and have an attitude, mindset, and capability to adapt to change.

• Strong MS Office, Internet, and email skills

• Bilingual/Spanish is a plus