Title: Business Process Analyst II

Location: Detroit, MI (3-days onsite, 2-days remote Hybrid Schedule)

Note: This role is NOT open to C2C candidates

Under the general direction of the Business Process Director and Team Lead, the Business Process Analyst is responsible for providing daily support for the SmartAuction and white label websites. This position is primarily responsible for providing general day-to-day internal & external customer support, reconciliation of daily settlement activities, facilitation and operationalization of new programs and processes, mitigation of risks, and monitoring of vendor activities and performance. Additional job duties include:

• Providing a superior customer experience, ensuring all escalations to our support mailbox are handled professionally, timely, and accurately, and ensuring we’re exceeding customer expectations
• Bringing operational and settlement/payment expertise to support the implementation of new operational processes and/or enhancements to existing processes
• Providing daily monitoring and reconciliation of settlement/payment activities and prompt resolution of any discrepancies
• Identifying and clearing escalation of potential risks and issues to leadership
• Ensuring all desk policy and procedures are maintained and accurate
• Handling miscellaneous duties, as assigned

Position Qualifications:

• 2+ years of relevant Customer Service, Operational/Administrative/Clerical, AP/AR, Team/Project Coordination, or Data Entry experience
• Intermediate-level knowledge of Microsoft Office applications, including MS Word, Excel, Access, and Outlook
• Excellent interpersonal communication skills (verbal, written, listening), and professional phone etiquette and email correspondence skills
• Ability to maintain sensitive and confidential information
• Ability to identify areas for continuous improvement and make recommendations and/or implement solutions
• Strong critical thinking and effective troubleshooting skills to identify solutions to customer needs
• Excellent organizational and time management skills
• Ability to complete multiple tasks and assignments with minimal supervision
• Ability to maintain a positive attitude and cooperative spirit; a “can do” attitude

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