Call Center Analyst

This position is locate at 814 Commerce Dr. Oak Brook IL 60523

PLS: People. Location. Service

Why PLS Because You Deserve Better! PLS which stands for People Location Service is a leading retail provider of financial services. The P comes first because our customers are at the center of everything we do and we recognize that its our exceptional team members who go above and beyond every day. The PLS Group headquartered in Chicago is comprised of over 200 financial service centers in 12 states. Through our check cashing stores we provide consumers with convenient financial products and services to help them manage their daytoday financial needs. Although many of our customers have banking relationships we believe that our customers use our financial services because they are convenient transparent and frequently more affordable than available traditional alternatives. PLS was founded in 1997 by Bob and Dan Wolfberg who serve as CoPresidents.

Position Overview:

The Call Center Analyst is responsible for the coordination of the Customer Comment Program. Call Center Analyst is also responsible for all points of extraction manipulation reporting and analysis of Customer Comment data. Data from internal and vendor call centers will be analyzed and accurate feedback provided for process improvements in addition to various administrative duties supporting the Manager of Customer Quality & Support.

Job Description:

• Maintain responder directories and appropriate reporting structure.
• Respond to email correspondence from responders and thirdparty vendors in a timely manner.
• Research complex issues and provide timely accurate resolution which may include working with various teams and thirdparty vendors.
• Utilize spreadsheets databases and reporting software to design and generate reports.
• Administer the daily Customer Inquiry Report tracking customer comments concerns and resolutions distributing the report at the end of each business day to the executive and operation teams. Responsible for the final compilation and distribution of daily monthly quarterly and annual reports.
• Analyze report data and metrics; identify trends and provide feedback regarding business needs and solutions. Formulate recommendations to improve service and the customer experience.
• Maintain a comprehensive knowledge of PLS products and services applicable to target customer segments as well as general information required to answer customer inquiries.
• Provide inbound telephone customer support in a call center environment.
• Other duties as assigned.

Job Requirements:

• Previous call center report experience in a highvolume environment is required; minimum 2 years.
• Associate or bachelors degree in Business Marketing Communications Management or Human Resources preferred; minimum 3 years of relevant experience accepted.
• Must be able to work weekends evenings and holidays as required to support special business initiatives.
• Ability to establish and maintain effective working relationships with peers customers and vendors.
• Excellent customer service and organizational skills.
• Experience working in a fastpaced environment with demonstrated ability to juggle multiple competing tasks and ability to complete all work accurately and in a timely manner.
• Strong skills to analyze prioritize and/or establish a resolution for customer or staff concerns or issues.
• Ability to readily accept and adapt to changes in work environment priorities and regulations.
• Ability to work independently and in a team environment.
• Knowledge of Excel and previous experience working with large spreadsheets/data required.
• Microsoft Office software Outlook experience preferred.

Physical Requirements:

• Must be able to sit and/or stand for long periods of time.
• Ability to lift 15 lbs.

Benefits:

Benefits for eligible employees include medical/dental/vision 401k vacation opportunities for advancement ongoing training available.

We strive to demonstrate our Core Values in all positions at PLS:

Communication Customer Focus Integrity and Trust Teamwork Results

PLS Financial Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex age sexual orientation gender identity national origin disability marital status protected veteran status or any other characteristic protected by law. PLS Financial Services will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. PLS Financial Services is a drugfree workplace. PLS provides reasonable accommodations to applicants with disabilities.

If you need a reasonable accommodation for any part of the application and hiring process please notify your Recruiter or a member of our Human Resources team at to make arrangements. The decision on granting reasonable accommodation will be made on a casebycase basis.