Customer Service Analyst

We are seeking a Customer Service Analyst to join our Customer Experience team in Latvia who has strong analytical skills and the ability to streamline reporting, track performance metrics, and present actionable insights to improve business performance.

About IPF Digital (in a nutshell)

IPF Digital provides fast, flexible, and convenient credit solutions under the Creditea and Credit24 brands to retail customers in Estonia, Latvia, Lithuania, Mexico, Australia and Czech Republic.

Our solutions are designed to meet our customers' credit needs. They are delivered via a prompt, high-quality service backed by our sophisticated technology platform. This makes the whole application process easy and hassle-free.

Our customers might require money for something vital, such as paying an unexpected bill or coping with day-to-day expenses. Or they may be looking for help to carry out home improvements, buy a car or start a business.

Whatever they need, we offer innovative financial services that are respectful, responsible, and straightforward.

Main purpose of the role:

The purpose of the Customer Service Analyst is to design and develop reports, KPIs, and ad-hoc analyses that drive strategic decisions and actions. The Analyst will collaborate closely with Customer Care Managers and IPFD HUB functions (e.g., Customer Excellence, Finance) to create reports that measure and enhance productivity in the Customer Care area.

Key responsibilities:

• Analyze and visualize data to drive productivity and cost-efficiency;
• Streamline and automate reporting, transitioning from Excel to Tableau;
• Launch and track new performance metrics for cost-efficiency, customer experience, and team productivity;
• Implement KPIs in user-friendly reports to help managers drive team performance;
• Conduct ad-hoc analyses to assess cost-benefit impacts of process changes;
• Design and update Balanced Scorecards for monthly performance reviews;
• Develop systems and processes to leverage customer service data for superior results;
• Track KPIs with a focus on business evolution, going the extra mile with analysis;
• Present reports and recommendations to the leadership team to improve business performance.

Essential skills and experience:

• Degree or postgraduate certificate in statistics or mathematics preferred;
• Proficiency in SQL and DWH usage (WPS beneficial);
• PowerBI knowledge preferred;
• Ability to turn insights into action;
• Innovative and inquisitive;
• Strong analytical and problem-solving skills;
• Effective at managing multiple projects simultaneously;
• Ability to interact with colleagues at all levels and across functions;
• Excellent at conveying insights and data points;
• Ability to work autonomously and meet deadlines;
• Aptitude for problem-solving and innovative thinking;
• High numerical and analytical skills;
• Ability to share knowledge and lead projects;
• Strong interest in statistics and data analysis;
• Fluent in business English.

What we can offer you:

• Salary in a range of EUR 2700-3200 gross;
• Wide benefits package;
• Opportunity to work in a dynamic and fast-paced environment;
• Chance to make a real impact on the growth and success of the company;
• Join a team of talented and passionate individuals.

You will enjoy working at IPF Digital if you value a truly international work environment where you can take responsibility for your tasks; you value a friendly and open work culture and good teamwork.

Here's how our team describes our culture:

"The culture at IPFD is driven by our shared values. People are put first; we accept differences and encourage individuality. Due to our flat business structure, we enjoy collaborating. Although recognition is highly valued, failure is also accepted. Enjoying some good times together is also highly encouraged!"

Sounds good? :) Then Please Apply, and let's meet up. ;)