Customer Care Analyst

Job Description

Job Description

Salary : What Is MyBambu?

MyBambu is a cutting-edge fintech platform delivering the first all-in-one mobile digital financial solution for underserved, primarily Hispanic communities. With a focus on financial inclusion, MyBambu offers easy access to a range of services, including checking accounts without credit checks, remittance services, bill payments, and mobile top-ups. Recognized with the FIS Impact Award for innovation in 2020, MyBambu is dedicated to breaking down barriers to financial access and literacy, empowering users through a bilingual, user-friendly mobile experience tailored to diverse needs.

Job Summary :

This is a full-time position reporting to the Customer Care Lead Data Analyst. As the Data Analyst you will be responsible to deploy and adjust dashboard and you will analyze, interpret, and present data insights to improve operational workflows, and enhance customer satisfaction. This is a critical position that combines analytical expertise with a focus on user experience.

Duties / Responsibilities :

• Analyze data from the call campaigns and customer transactions and opportunities for improvement.
• Develop and maintain dashboards and reports to monitor verification performance metrics, including accuracy, processing times, and error rates.
• Collaborate with the list campaign process to call centers.
• Monitor the effectiveness of the campaigns in Genesys.
• Monitor the effectiveness of the campaigns in SalesForce.
• Download data from Genesys and Salesforce to build dashboards in Sigma.
• Build the reports requested by Customer Care.
• Performs other related duties as assigned.

Required Skills / Abilities :

Education and Experience :

Physical Requirements :

MyBambu is an E-Verify employer and participates in the E-Verify program to confirm the identity and employment authorization of all newly hired employees. MyBambu Systems LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local laws.