Customer Service Analyst

Job Title: Customer Service AnalystLocation: Burlington/ Toronto (Hybrid)Duration: 6 months contract with possible extensionAbout the RoleClient is seeking a proactive and detail-oriented Customer Service Analyst to support its customer operations team. The ideal candidate will handle consumer inquiries, disputes, and service requests with a focus on accuracy, compliance, and customer satisfaction. This role requires strong analytical thinking, communication skills, and the ability to work effectively in a fast-paced, regulated environment.Key ResponsibilitiesProvide timely and accurate responses to customer inquiries via phone, email, or ticketing systems.Analyze and resolve consumer credit disputes, data inaccuracies, or report-related issues in accordance with Client policies and compliance standards.Review and investigate consumer data from internal systems and external partners to ensure data integrity and compliance with privacy and credit reporting regulations.Identify and escalate complex or high-impact cases to appropriate teams for further review or resolution.Document all customer interactions and case resolutions in CRM systems, ensuring complete and accurate records.Collaborate with internal teams (Operations, Compliance, IT, and Product) to enhance service delivery and streamline customer support processes.Monitor key performance indicators (KPIs) such as response time, case resolution, and customer satisfaction.Participate in training sessions and process improvement initiatives to stay current with regulatory and operational updates.Maintain confidentiality of sensitive information and adhere to all Client data protection policies.Required Skills & Experience2–4 years of experience in customer service, operations analysis, or support roles, preferably in the financial services or credit bureau industry.Strong understanding of credit bureau operations, consumer data handling, or dispute resolution processes.Excellent communication and problem-solving skills, with a customer-first mindset.Strong attention to detail with the ability to analyze data and identify trends or root causes.Ability to multi-task and manage priorities in a dynamic environment.Preferred QualificationsExperience in credit reporting, banking, or fintech environments.Familiarity with FCRA, PIPEDA, or other data protection and consumer credit regulations.Bachelor’s degree in Business Administration, Finance, or related field.