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 to the business, and driving customer experience outcomes.
Role: Customer & Compliance Analyst
As a Customer & Compliance Analyst, you will collaborate across the EMEA business and with customers to deeply understand customer pain points, advocate for their needs and those of our employees, and manage business risk by ensuring strict compliance adherence. Your customer-obsessed and data-backed mindset will help you approach customer and business challenges with quality and speed, championing customer trust.
Typical daily activities include proactively reviewing complaint cases to ensure compliance processes are followed and customer resolutions are prioritized. You will perform root cause analysis to identify process, product, and interaction issues, managing systemic problems to resolution. Ensuring compliance with the complaints handling rules and expectations of the Central Bank of Ireland is essential, and experience in complaints management within a regulated financial services environment is required.
At times, you will act as a point of escalation for customer product pain, especially when escalated or requiring investigation from multiple sources and channels.
Intuit operates a hybrid work model, with in-office presence 3 days per week.
Responsibilities
1. Oversee customer concerns related to bank feed services provided by Intuit Ireland, interacting with external regulatory bodies and preparing for audits.
2. Complete required analysis and reporting to identify trends and drive resolutions.
3. Review draft communications to customers and the Financial Services & Pensions Ombudsman.
4. Collaborate with outsourced partners to ensure compliance with complaint handling processes.
5. Partner with internal and external stakeholders to develop customer-facing complaint and compliance processes.
6. Proactively track the status of complaints.
7. Conduct routine complaint and process audits focusing on compliance.
8. Stay updated on regulatory changes and deliver related projects.
9. Identify and manage systemic issues.
10. Influence supporting teams for timely and effective resolution of customer and employee issues.
11. Serve as an internal ombudsman, holding the company accountable to customers.
12. Report on complaints processes to management in Ireland, including data and analysis.
Desired Skills and Experience
* Strong analytical skills with a passion for data and reporting.
* Experience in root cause analysis and managing RCA outcomes.
* Relationship management skills, especially with regulatory bodies.
* Ability to influence product development based on customer and employee feedback.
* Deep customer empathy and a commitment to understanding and serving customers.
* Excellent communication skills, both verbal and written.
* Continuous improvement mindset, always seeking to raise standards.
* Ability to champion cultural changes to build and maintain customer trust.
* Ability to work quickly, testing assumptions and delivering results efficiently.
* Results-oriented with integrity and respect for people.
* Experience managing regulatory complaints in a compliance environment.
* Knowledge of Financial Services, Pension Ombudsman, Open Banking, and PSD2.
* Preferred certification in Complaints Management.
* Experience understanding and managing customer behavior.
* End-to-end complaints management experience, including internal and external dispute resolution.
* Experience in compliance audits and continuous improvement initiatives.
* Proven ability to engage team members and peers to achieve outcomes with accountability.
* Experience interacting with customers across various channels, including face-to-face, virtual, and social media.
* Experience working with external regulators.
* Experience in a software company or environment.
* Accounting qualification is desirable.
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