Customer Supportability Professional 2

Job Overview

 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 Customer Advocacy Specialist 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.

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.

Qualifications

• Analytical with a love for data and reporting
• Root cause analysis and managing RCA outcomes to delivery
• Relationship management skills specifically with regulatory bodies
• Ability to influence product development around customer and employee pain raised through investigations and incidents
• Deep Customer Empathy and a passion for continuously engaging with customers in order to best understand and serve them
• Excellent verbal and written communication skills that allow you to engage professionally, respectfully and clearly with others
• Continuous Improvement mindset where good is never good enough and the desire to raise the bar is a reason to come to work each day
• Champion culture changes with respect to building and maintaining customer trust
• Move with speed to test assumptions and deliver outcomes quickly
• Results oriented, while respecting people and maintaining integrity without compromise
• Managed regulatory complaints in a compliance environment
• Experience or familiarity with Financial Services and Pension Ombudsman, Open Banking and Payment Services Directive (PSD2).
• Preferably certified in Complaints Management
• Demonstrated experience with understanding and managing customer behaviour
• Managed complaints end to end - Internal and External Dispute Resolution
• Conducted compliance audits
• Experience in continuous improvement initiatives and change management models and frameworks
• Experience of engaging team members and peers to drive outcomes with extreme accountability
• Demonstrated experience interacting with customers face to face, virtually and across various other human support channels including social media.
• Demonstrated experience working with external regulators
• Experience working in a software company or environment
• Accounting qualification is desirable