Customer Experience Operations Analyst

2 weeks ago

Richmond Hill, Canada CST Savings Inc Full time

Position: Customer Experience Operations Analyst
Company: CST Savings Inc.
Industry: Financial Services
Reports to: Manager, Customer Experience Operations
Location: Flexible Work Location Arrangements Available
Application Deadline: May 24, 2024

Role Summary:
The Customer Experience Operations Analyst reports to the Manager, Customer Experience Operations and is responsible for collaborating and working in partnership with the Customer Experience Operations team to deliver on key priorities. Projects may include grants management, governance and delivery of customer operational communications, modernization of customer experience tools and support improvements that drive efficiency to enhance customer satisfaction. This role requires a highly talented, process-oriented, and solutions-driven individual with strong leadership, attention to detail, and communication skills who will act as a catalyst for change on a consistent basis. Knowledge of process improvement methodologies and tools, financial services organizations, and customer contact centers are assets for this position. Knowledge of RESP related grants (CESG, CLB, BCTESG, etc.) and grant processing are also a desirable skill.

What you will be doing:
Collaborate with operational analysts with all activities that optimize the day-to-day customer experience operations ensuring high quality, delivery on time and budget
Support all aspects of grants management, adhere to industry and federal regulations, govern and execute all customer operational communications
Ensure all customer experience tools meet the needs of the business and continue to provide operational input towards the modernization of contact center operations
Support operational activities that maximize the digital service portal usage and ensure process documentation is maintained
Play a project management role and translate business needs and challenges into technical terms; proactively assess technical constraints and offer creative solutions
Ensure issues are identified tracked and resolved in a timely manner; relay root cause findings to I.T. when appropriate and escalate issues with vendors as required
Develop monthly service incident reports/dashboards, ensure adherence to operational practices and procedures; identify gaps and provide recommendations
Collaborate with cross functional teams/external service providers and act as the bridge between the business and I.T.
Participate and facilitate project team meetings, and deliver informative, well-organized presentations
Perform additional assignments as required by the needs of the organization, or as assigned by the Manager, Customer Experience Operations

What you bring:
A post-secondary degree in Business Administration or a related field
3+ years contact center operations and RESP grants related experience
Have a good understanding of contact center requirements, technical trends, and different technology options
Strong experience and passion for process improvement and an ability to complete projects in a timely manner
Tech savvy Great computer skills, MS Office, strong Excel proficiency required
Excellent written and verbal communications skills with experience in preparing business requirements, process documentation and process maps
Keen sense for detail and accuracy, highly analytical and organized
Ability to perform in a fast-paced, team-oriented environment
Ability to prioritize realistic action plans, while taking into consideration time constraints and resource availability
Self-starter with a natural curiosity and strong critical thinking skills
Personable, energetic, positive with “can-do” attitude

What’s in it for you?

Below are examples of some of the things you can take advantage of from this opportunity:

Work in a highly motivated, collaborative, and fun work environment.
Competitive salary and annual discretionary bonus program.
Company paid benefits that start on your first day.
Group Pension Plan with company contributions.
Vacation package plus additional paid days off.
Flexible Work Location Arrangements Available
Education reimbursement program to encourage continuous learning.
Organizational and team celebration events.
Wellness Program, Employee and Family Assistance Program, Employee Recognition Program and much more

About CST:

The Canadian Scholarship Trust Foundation (CST) has one aim: To make it possible for every Canadian to plan for their children’s post-secondary education. The CST Foundation has been dedicated to bringing higher education within reach for Canadian families for over 60 years. Founded as a non-profit foundation in 1960, we’ve evolved in tandem with the education savings sector and helped shape it into what it is today. CST Spark is the latest chapter from the ongoing story of innovative education savings. Today, we continue to inspire and revolutionize education savings with CST Spark – the simple, modern RESP that combines top investment expertise with the latest technology. For additional information, please visit www.cst.org & www.cstspark.ca

Come grow with us

To apply please email your resume to: careers@cst.org
*On your email subject line please insert: Customer Experience Operations Analyst

CST is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. CST sincerely thanks all applicants for their expressed interest in this opportunity; however, only those selected for an interview will be contacted. Accommodations are available upon request for candidates taking part in all aspects of the hiring process. Applicants need to make their requirements known when contacted. To request accommodation, please contact HR at careers@cst.org. Thank you for your interest in a career at CST.

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