Verafin - Data Interface Case Operations Analyst

We have an opening in St. John's or Toronto for our Data Interface Case Operations team. This team provides third line support for how data is mapped from the customer’s banking systems in to our product to ensure the product works optimally. 

You will ensure we have the most effective processes in place to deliver an exceptional customer experience; while continuously establishing a smooth case management/flow. Additionally, you will have the opportunity to collaborate with other teams across the business to support our customers! 
 

 Role Responsibilities 

• Working with the team to manage and responding to cases, while ensuring customer needs are being met 

• Confirming both the software and code changes are getting actioned in timely manner 

• Conducting increased in-depth investigations to resolve cases for technical work including development work 

• Ensuring Service Level Agreements (SLA) are met for TG and Enterprise level customers 

• Mentoring junior colleagues in specialized knowledge and actively provide feedback to internal key stakeholders 

Essential Skills & Qualifications 

• Experience using Salesforce Reports and dashboards would be considered an asset 

• Ability to effectively organize, prioritize and escalate customer issues 

• Confident, articulate, and professional communication abilities  

• Previous experience in Data Integration/and or Development would be considered an asset  

• Understanding of the life cycle of cases including customer impact and facilitate the direction and priority of customer cases. 

• Skilled in working cross-functionally to adapt to quickly changing priorities  

• Strong ability to analyze and troubleshoot issues  

What does success look like in this role? 

• We have established measurable targets and a solid foundation of processes   

What does growth look like in this role?  

• Lead cross functional meetings with internal stakeholder teams, allocates work and communicates persuasively. 

• Helping Product Teams resolve customer issues by potentially being involved in escalated calls with customers. 

• Fixing data mapping deficiencies. 

• Becoming more knowledgeable in the Verafin data model 

• Your in-depth customer