Member Operations Analyst

The Business Operations Analyst protects the profitability of the organization by providing world-class service support and 100% accuracy in member fulfillment. This role will consist of customer requests that require manual intervention and delivery of services while following strict PCI guidelines and meeting established service level agreement. This role ensures account processing is completed and documented within approved company performance guidelines and systems while striving to uphold NortonLifeLock s guiding principles of loyalty, integrity, empathy, leadership, ownership, collaboration, and knowledge.

This role will process new and existing customer requests that require efficient and precise manual intervention in delivery of services while ensuring member request are we'll documented and advanced within the performance guidelines.

What You Will Do in This Role

• Manage translation and advancement of incoming member request within strict SLAs.

• Respond in a timely and effective manner to member request/queries in the SFDC tool

• Identify, analyze, and interpret trends or patterns in complex data sets

• Display ability to perform in a consistent, reliable, dependable, and responsive manner with minimal supervision

• Able to identify and report patters in system and process deviations to management

• Remain updated with changing products, services, and marketing promotions

• Display adaptability to programs and policies

• Display sound problem-solving and deductive reasoning skills

• Display analytical thinking, organizational skills, and multi-tasking capabilities

• To ensure that you can achieve, you are expected to always be up to date with NortonLifeLock policies and procedures and the functionality of our products. We also expect you to show the highest commitment to our customers and the NortonLifeLock brand.

• You will manage or participate in projects where required. Advice on training needs (product-related or otherwise) when necessary. Liaise with other regional departments to respond to queries and work with other company departments to resolve process issues.

What you'll Need to be Successful in this Role

• Self-directed and self-motivated - able to work independently on a variety of tasks.

• Must be we'll organized and able to effectively manage own time

• Must possess excellent communication skills, including verbal, written, interpersonal and coaching

• Ability and desire to multitask and function in a fast-paced support environment

• Demonstrated ability to think critically and analyze and interpret data independently

• Sense of urgency in performance of duties

• Interpersonal skills that promote a collaborative and productive.

• Effective and efficient written and oral communication skills.

• Ability to protect all forms of highly confidential and proprietary business information and ability to maintain the highest standards of privacy and security.

• Ability to follow and abide by all information and security policies and practices.

• High School Diploma, bachelors degree preferred

• Min. 1 - 2 years Customer Service experience

• Strong proficiency with MS Office Suite, including Excel, Word, PowerPoint, Salesforce CRM or similar preferred.