Senior Customer & Compliance Analyst

Intuit

  • Southside Dublin
  • Contract
  • Full-time
  • 1 month ago
Customer Success delivers award winning post sales support experiences to small business owners, accountants and self-employed individuals using our products: QuickBooks Online, QuickBooks Payroll, QuickBooks Accountant, QuickBooks Self-Employed and QuickBooks Time. We do this by being effective and efficient, eliminating customer friction, expanding our value to the business and driving customer experience outcomes.Joining the Customer Success team as a Senior Customer & Compliance Analyst will see you collaborating across the EMEA business and with customers deeply understanding customer pain, advocating for the needs of our customers and employees, and managing business risk by upholding strict adherence to compliance. You will use your customer obsessed and data backed mindset to approach customer and business problems with quality and speed while being a champion of customer trust.On a typical day you will be proactively reviewing complaint cases ensuring compliance processes are adhered to and customer resolution is top priority. You will perform root cause analysis to undercover process, product and interaction breakdowns, and manage systemic issues through to resolution. You will ensure we comply with the complaints handling rules and expectations of the Central Bank of Ireland as our regulator. You will be experienced in complaints management in a regulated financial services environment.You will also at times act as a point of escalation for customer product pain as it is escalated or requires investigation from multiple sources and channels.Intuit works a hybrid work model of being in office 3 x per week. Responsibilities
  • Responsible for overseeing customer concerns relating to bank feed services provided by Intuit Ireland. Interact with external regulatory bodies and prepare for audits
  • Diligent with reporting commitments by completing required analysis and reporting identifying trends in the data and driving resolution
  • Reviewing draft comms to customers and the Financial Services & Pensions Ombudsman
  • Collaborate with our outsourced partners ensuring they are following the correct processes when handling complaints
  • Work in partnership with internal and external stakeholders to develop customer facing complaints and compliance processes
  • Proactively track the status of complaints
  • Conduct routine complaint and process audits leading with compliance
  • Keep abreast of and deliver regulatory changes and other projects as required
  • Identify and manage possible and confirmed systemic issues
  • Influence supporting teams for timely and appropriate and speedy resolution of customer and employee pain across complaints, escalations, investigations and incidents
  • You could be seen as an internal ombudsman keeping Intuit accountable to our customers
  • Reporting on complaints processes to management in Ireland and preparing data / tables as needed

Intuit