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 positive customer experience outcomes.
Joining the Customer Success team as a Senior Customer & Compliance Analyst involves collaborating across the EMEA business and with customers to understand their pain points, advocating for their needs and those of our employees, and managing business risk by strictly adhering to compliance standards. You will use a customer-obsessed, data-backed approach to address customer and business problems with quality and speed, championing customer trust.
On a typical day, you will proactively review complaint cases to ensure compliance processes are followed and prioritize customer resolution. You will perform root cause analysis to uncover process, product, and interaction breakdowns, managing systemic issues 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 required.
Additionally, you may act as a point of escalation for product-related customer pain that requires investigation from multiple sources and channels.
Intuit operates a hybrid work model, requiring in-office presence 3 times per week.
Responsibilities
1. Oversee customer concerns related to bank feed services provided by Intuit Ireland, including interaction with external regulatory bodies and audit preparation.
2. Complete required analysis and reporting, identifying trends and driving resolutions.
3. Review draft communications to customers and the Financial Services & Pensions Ombudsman.
4. Collaborate with outsourced partners to ensure proper complaint handling processes are followed.
5. Partner with internal and external stakeholders to develop customer-facing complaints and compliance processes.
6. Proactively track the status of complaints and conduct routine audits focusing on compliance.
7. Stay informed of regulatory changes and lead related projects.
8. Identify and manage systemic issues, both potential and confirmed.
9. Influence supporting teams to ensure timely and effective resolution of customer and employee issues.
10. Serve as an internal ombudsman, holding the company accountable to our customers.
11. Prepare and present complaints process reports and data to management in Ireland.
Qualifications & Skills
* 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 verbal and written communication skills.
* Continuous improvement mindset, always seeking to raise standards.
* Ability to champion cultural changes to build and maintain customer trust.
* Agility to test assumptions and deliver results quickly.
* Results-oriented with integrity and respect for people.
* Experience managing regulatory complaints within a compliance environment.
* Familiarity with Financial Services, Pension Ombudsman, Open Banking, and PSD2.
* Certifications in Complaints Management are preferred.
* Experience understanding and managing customer behavior.
* End-to-end complaints management experience, including internal and external dispute resolution.
* Experience in compliance audits, continuous improvement initiatives, and change management.
* Proven ability to engage team members and peers to achieve outcomes with accountability.
* Experience interacting with customers through various channels, including social media.
* Experience working with external regulators.
* Experience in a software company or environment is advantageous.
* Accounting qualification is desirable.
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