Bilingual Special Resolution Analyst

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Location: FL-CLIENT-STATE, United States of America
Workplace: Onsite
Type: Full-time
Education: Certification
Source: Workday

Description

Bilingual Special Resolution Analyst

Req number:

R8279

Employment type:

Full time

Worksite flexibility:

Onsite

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

We are looking for a motivated Bilingual Special Resolution Analyst ready to take us to the next level! If you have experience investigating and resolving complex customer escalations in Spanish and are looking for your next career move, apply now.

Job Description

We are looking for a Bilingual Special Resolution Analyst to investigate and resolve complex customer escalations, analyze data, identify root causes, and implement corrective actions to improve customer satisfaction and business operations This position will be a full-time contract and onsite in Pompano Beach, FL.
Schedule: Monday through Friday, 8:00 AM to 5:00 PM

What You'll Do

Investigate and resolve highly escalated customer issues that extend beyond standard operational support processes
Research customer concerns, identify root causes, and implement corrective action plans to achieve successful resolution
Collect, analyze, and interpret data to identify trends, patterns, and potential business solutions
Make outbound calls to customers and stakeholders to gather information and provide status updates on open issues
Develop reports and supporting documentation to highlight trends, performance metrics, and forecasting opportunities
Provide timely and accurate data analysis, validation, and verification of customer and operational information
Collaborate with internal departments and external partner agencies to resolve complex customer concerns
Provide insights and feedback to business units regarding recurring issues and operational improvement opportunities
Independently identify areas of concern and proactively recommend solutions based on data analysis
Manage and organize large volumes of information while maintaining accuracy and attention to detail
Attend and actively participate in team meetings, stakeholder discussions, and operational reviews
Perform additional duties and special projects as assigned

What You'll Need

Required:

Bilingual communication skills, including the ability to communicate professionally in both English and Spanish
Strong analytical, problem-solving, and decision-making skills
Experience analyzing data and identifying trends to support business decisions
Excellent written, verbal, and listening communication skills
Ability to handle complex customer issues and escalations with professionalism and sound judgment
Strong attention to detail and ability to maintain accuracy while working with large data sets
Ability to manage multiple priorities and meet deadlines in a fast-paced environment
Proficiency with Microsoft Word, Excel, PowerPoint, and related reporting tools
Strong organizational and time management skills
Ability to work independently while collaborating effectively with internal and external stakeholders
Customer service experience with a focus on issue resolution and relationship management

Preferred:

Experience handling executive, regulatory, or government escalations
Experience working within transportation, tolling, customer service, or operations environments
Experience preparing reports, dashboards, and business performance analyses
Knowledge of customer complaint resolution processes and corrective action planning
Experience collaborating with multiple agencies, departments, or external partners

Physical Demands

Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

EEO Statement

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

$24.71 per hour

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.

Skills

ExcelCustomer Service