Supports Payments clients after implementation by investigating service issues, coordinating resolutions across internal teams, sharing updates, and improving recurring processes.
About this role
The Customer Service Senior Analyst is an intermediate-level role in Institutional Customer Service, focused on resolving external client issues and providing ongoing support. It manages high-profile client portfolios as the main contact, identifies service needs and gaps, and coordinates with internal and external partners to deliver accurate, timely transactions. It also contributes to short- and long-term projects and works with global partners when needed. Responsibilities include implementing process improvements, testing new features, conducting regulatory, audit and control assessments, and preparing reports for internal or external distribution. The analyst assesses risk in business decisions, follows applicable laws and policy, applies sound ethical judgment, and escalates and reports control issues transparently. Applicants need a bachelor's degree or equivalent experience, clear and concise written and verbal communication, aptitude with reporting tools and applications, organizational skills, and the ability to deliver results in a fast-paced, goal-oriented environment.
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