Associate Analyst Franchise Management

Summary

The Associate Analyst will manage end-to-end non-traditional customer onboarding, perform continuous compliance monitoring, and be accountable for delivering strong customer experiences alongside efficient business outcomes. This role also includes ongoing support for other Franchise Customer Enablement functions, including onboarding licensed and non-licensed customers.

Job Responsibilities:

• Assist philanthropy entities with activities across the onboarding lifecycle.
• Evaluate onboarding projects and, when necessary, accurately coordinate with Franchise to obtain clarification.
• Oversee multiple Franchise onboarding programs; stay informed of new enhancements and system updates; handle complex, ad-hoc customer requests; and perform continuous program management.
• Collaborate with internal stakeholders on rules, procedures, and processes to support compliance and uphold customer satisfaction.
• Exhibit strong multi-tasking and prioritization skills to deliver exceptional customer service aligned with GBSC standards for quality, response time, resolution time, and SLA adherence.
• Ensure GBSC delivers the capabilities and support needed by business units, Franchise Customer Enablement, and other stakeholders.
• Support customer training and education initiatives by preparing communications and materials that enable effective onboarding and ongoing support of the customer relationship.

Required Skills:

• Experience in customer onboarding with an emphasis in the card industry, operations, business administration, or customer service.
• Proven ability to communicate and collaborate effectively within a team, including the ability to clearly explain processes and policies.
• Results-driven approach with a strong sense of urgency and a consistent focus on customer needs, quality, and timely resolution.
• Strong problem-solving and troubleshooting skills.
• High accuracy with close attention to detail.
• Ability to succeed in a fast-moving, time-sensitive, high-volume environment.
• Goal-oriented mindset with strong follow-through.
• Excellent interpersonal communication skills in both written and verbal formats, with the ability to effectively explain processes and policies.
• Experience in customer service, preferably in a B2B environment.
• Experience in customer due diligence.
• Constantly identify opportunities to automate tasks and improve process efficiency.
• Experience with a CASE management tool (preferably Salesforce). Tableau experience is a plus.

Education & Qualifications:

• Experience working with case management systems.
• Basic understanding of due diligence for entity onboarding and KYC.
• Strong attention to detail and a demonstrated commitment to accuracy.
• Intermediate level of competency.