Customer Care Analyst

Are you ready to shape the future of operational excellence for a leading financial services provider within a dynamic global industry? This is your chance to join a team dedicated to delivering seamless financial solutions and unparalleled customer experiences. We are seeking a proactive and analytical professional to play a pivotal role in optimizing critical business processes and driving efficiency across our operational services. Your contributions will directly enhance how we serve our customers and support our internal teams, making a significant impact on our daily operations and long-term success.

**About the Hiring Company**

Join a prominent financial services organization that stands at the forefront of its industry, known for its commitment to innovation, customer satisfaction, and operational integrity. This company provides essential financial solutions that empower individuals and businesses, fostering growth and stability. As a partner with Aquent, you will contribute to a mission-driven environment where your analytical skills will directly influence the efficiency and effectiveness of core business functions, impacting thousands of customers and stakeholders.

**About the Role**

We are looking for a highly motivated and detail-oriented Business Analyst to support our operational services team. This is an exciting opportunity to immerse yourself in the intricacies of financial operations, from lending and payments to customer service. You will be instrumental in identifying areas for improvement, streamlining workflows, and ensuring the smooth functioning of essential business processes. Your work will not only solve immediate challenges but also lay the groundwork for future enhancements, contributing to a more agile and responsive organization. This role is onsite four days a week at their office in Torrance.

**What You'll Do:**

* Analyze complex business requests spanning various operational areas, including origination, lending, payments, collections, and customer service.
* Develop clear and comprehensive business requirements and documentation to guide project execution.
* Lead and actively support small to medium-scale projects from conception to completion.
* Map current business processes, identify inefficiencies, and design improved workflows.
* Perform in-depth analysis and regular updates of critical reports to inform decision-making.
* Facilitate productive meetings and meticulously document outcomes and action items.
* Execute data entry, validation, and analysis to ensure data integrity and actionable insights.
* Investigate and resolve operational issues by collaborating effectively with cross-functional teams.
* Partner with stakeholders to implement process updates and assess their downstream impacts across the organization.

**Must-Have Qualifications:**

* Bachelor's degree or equivalent practical experience, with a preference for a background in financial services.
* 1-3 years of relevant professional experience in a business analysis or operational support role.
* Demonstrated strong attention to detail, exceptional organizational skills, and clear communication abilities.
* Proficiency in standard office productivity software, including word processing, spreadsheets, and presentation tools.
* Proven experience working effectively in team environments and interacting with all levels of management.

**Nice-to-Have Qualifications:**

* A collaborative spirit combined with the ability to work independently and manage multiple priorities.
* Strong time management skills and a track record of meeting deadlines in a fast-paced environment.
* Excellent communication skills, including responsiveness via chat/email and proactive feedback.
* A critical thinker and problem solver with a strong customer-focused mindset.
* Familiarity with financial services, lending systems, and automotive leasing concepts.

**About Aquent Talent:**

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands. Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. More information on our awesome benefits! Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.