About Blackhawk Network

At Blackhawk Network, we shape the future of global branded payments through the prepaid products, technologies and network that connect brands and people. Our collaborative innovation and scalable, security-minded solutions help our partners to increase reach, loyalty and revenue. We believe our future holds great things for Blackhawk Network and its partners. We believe that together, we can shape the future. Our beliefs? Win as one team, be innovative, global excellence and be inspiring!

This position will be instrumental in developing process improvements, for Blackhawk Network’s Customer service channel. In this position you will need to use your analytical skills, to delve into our various results and data segments to identify gaps within processes / procedures and then assist with creating a viable solution. This position will be working with various internal partner groups to drive process improvements. You will also be responsible for holding specific external relationships with clients ensuring they have a POC for escalations and/or requests.

Blackhawk Network offers a generous benefits package including 3 weeks’ paid vacation in the first year of service. 6 Sick Days, 11 paid holidays. Medical, dental, vision, 401K, Flexible Spending, Short and Long-Term Disability offered as well as Life Insurance AND we make recognition and fun a priority!

Responsibilities

Process Improvement (70%)

• Identifying and analyzing gaps in process / procedures
• Review data sets and identify gaps.
• Lead discovery sessions to better understand our current customer experience and where we can improve.
• Recommend viable solutions / alternatives / enhancements.
• Work with internal team to develop a solution / enhancement.
• Review, analyze and assess enhancement once put into effect to ensure the result we intended.
• Review and analyze voids, devalues, and losses.
• Analyze date to mitigate loss.

Internal Partnership (25%)

• Point of Escalation for key Internal Partners (various departments)
• Point of Escalation for key clients
• Research and analyst customer request, industry standards, and specifications to help map and improve the customer journey.
• Communicate with external client and internal partners
• Deliver customer insight
• Activations, password resets…
• Client voids certifications.

All other duties as assigned. (5%)

Qualifications

• High school diploma preferred.
• 1 years call center experience preferred
• 1 years of process improvement experience preferred
• Proven written and oral communications skills.
• Critical thinking / solution orientated.
• Ability to use a desktop computer system and hardware.
• Knowledgeable in Microsoft office suite.
• Problem solving skills.
• Strong multitasking skills
• Available to Mon-Fri 8:30am-5:30pm CST
• Self-motivated, attention to detail, well organized and able to multi-task.
• High level of personal initiative, action and results oriented.

EEO Statement

Blackhawk Network provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Blackhawk Network believes that diversity leads to strength. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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