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 focus on being effective and efficient, eliminating customer friction, expanding our value, and driving positive customer experience outcomes.
Joining the Customer Success team as a Compliance & Data Insights Specialist involves collaborating across the EMEA region and with customers to deeply understand customer pain points, advocate for their needs, and manage business risk by ensuring strict compliance. You will apply a customer-obsessed and data-driven approach to address customer and business challenges with quality and speed, while championing customer trust.
On a typical day, you will proactively review complaint cases to ensure adherence to compliance processes and prioritize customer resolution. You will perform root cause analysis to uncover process, product, and interaction issues, managing systemic problems through to resolution. You will ensure compliance with the complaints handling rules and expectations of the Central Bank of Ireland, our regulator. Experience in complaints management within a regulated financial services environment is essential.
Additionally, you may act as a point of escalation for customer product issues that require investigation from multiple sources and channels.
Note: Intuit operates a hybrid work model, requiring in-office presence 3 days per week.
Responsibilities
* Oversee customer concerns related to bank feed services provided by Intuit Ireland, interacting with external regulatory bodies and preparing for audits.
* Complete required analysis and reporting, identify trends, and drive resolution efforts.
* Review draft communications to customers and the Financial Services & Pensions Ombudsman.
* Collaborate with outsourced partners to ensure proper complaint handling processes.
* Work with internal and external stakeholders to develop customer-facing complaints and compliance procedures.
* Proactively track the status of complaints.
* Conduct routine complaint and process audits with a focus on compliance.
* Stay updated on regulatory changes and contribute to related projects.
* Identify and manage systemic issues.
* Influence supporting teams to ensure timely and appropriate resolution of complaints, escalations, investigations, and incidents.
* Serve as an internal ombudsman to uphold accountability to customers.
* Report on complaints processes to management in Ireland, preparing necessary data and tables.
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