Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

Customer Success delivers award winning post sales support experiences to small business owners, accountants and self-employed individuals using our products: QuickBooks Online, QuickBooks Payroll, QuickBooks Accountant, QuickBooks Self-Employed and QuickBooks Time. We do this by being effective and efficient, eliminating customer friction, expanding our value to the business and driving customer experience outcomes.

Joining the Customer Success team as a Customer & Compliance Analyst will see you collaborating across the EMEA business and with customers deeply understanding customer pain, advocating for the needs of our customers and employees, and managing business risk by upholding strict adherence to compliance. You will use your customer obsessed and data backed mindset to approach customer and business problems with quality and speed while being a champion of customer trust.

On a typical day you will be proactively reviewing complaint cases ensuring compliance processes are adhered to and customer resolution is top priority. You will perform root cause analysis to undercover process, product and interaction breakdowns, and manage systemic issues through to resolution. You will ensure we comply with the complaints handling rules and expectations of the Central Bank of Ireland as our regulator. You will be experienced in complaints management in a regulated financial services environment.

You will also at times act as a point of escalation for customer product pain as it is escalated or requires investigation from multiple sources and channels.

Intuit works a hybrid work model of being in office 3x per week.

Responsibilities

Responsible for overseeing customer concerns relating to bank feed services provided by Intuit Ireland. Interact with external regulatory bodies and prepare for audits
Diligent with reporting commitments by completing required analysis and reporting identifying trends in the data and driving resolution.
Reviewing draft comms to customers and the Financial Services & Pensions Ombudsman .
Collaborate with our outsourced partners ensuring they are following the correct processes when handling complaints.
Work in partnership with internal and external stakeholders to develop customer facing complaints and compliance processes.
Proactively track the status of complaints.
Conduct routine complaint and process audits leading with compliance
Keep abreast of and deliver regulatory changes and other projects as required.
Identify and manage possible and confirmed systemic issues
Influence supporting teams for timely and appropriate and speedy resolution of customer and employee pain across complaints, escalations, investigations and incidents.
You could be seen as an internal ombudsman keeping Intuit accountable to our customers
Reporting on complaints processes to management in Ireland and preparing data / tables as needed.

Qualifications

Analytical with a love for data and reporting
Root cause analysis and managing RCA outcomes to delivery
Relationship management skills specifically with regulatory bodies
Ability to influence product development around customer and employee pain raised through investigations and incidents
Deep Customer Empathy and a passion for continuously engaging with customers in order to best understand and serve them
Excellent verbal and written communication skills that allow you to engage professionally, respectfully and clearly with others
Continuous Improvement mindset where good is never good enough and the desire to raise the bar is a reason to come to work each day
Champion culture changes with respect to building and maintaining customer trust
Move with speed to test assumptions and deliver outcomes quickly
Results oriented, while respecting people and maintaining integrity without compromise
Managed regulatory complaints in a compliance environment
Experience or familiarity with Financial Services and Pension Ombudsman, Open Banking and Payment Services Directive (PSD2).
Preferably certified in Complaints Management
Demonstrated experience with understanding and managing customer behaviour
Managed complaints end to end - Internal and External Dispute Resolution
Conducted compliance audits
Experience in continuous improvement initiatives and change management models and frameworks
Experience of engaging team members and peers to drive outcomes with extreme accountability
Demonstrated experience interacting with customers face to face, virtually and across various other human support channels including social media.
Demonstrated experience working with external regulators
Experience working in a software company or environment
Accounting qualification is desirable