Privacy Support Analyst

The Associate Business Operations Analyst protects the profitability of the organization by providing world-class service support and 100% accuracy in member fulfillment. This role will consist of customer requests that require manual intervention and delivery of services while following strict PCI guidelines and meeting established service level agreements. Responsibilities to include processing the removal of member information located within several brokers within the established service level agreement while upholding Gen’s guiding principles This role ensures account processing is completed and documented within approved company performance guidelines and systems while striving to uphold Gen’s guiding principles of loyalty, integrity, empathy, leadership, ownership, collaboration, and knowledge.· Follow established procedures to accurately process member opt-out requests across supported data brokers within defined SLAs.

· Process high volumes of member opt-out requests with exceptional speed, typing accuracy, and attention to detail by navigating multiple data broker websites, completing web-based forms, and following broker-specific opt-out workflows while consistently meeting productivity, quality, and SLA targets.

· Respond to member requests and inquiries promptly and effectively using Salesforce (SFDC).

· Identify, analyse, and interpret trends or patterns in complex data broker opt-out processes.

· Surface data-driven recommendations to simplify processes, reduce manual effort, and improve the customer experience.

· Collaborate with internal teams and external partners when fulfilment activities involve third-party platforms.

· Leverage AI and automation tools (e.g., AI assistants, AI-enabled spreadsheet/BI features, and knowledge management tools) to improve productivity, analyse data, and support documentation while ensuring appropriate human review.

· Demonstrate consistent, reliable, and responsive performance with minimal supervision.

· Identify and report patterns in system issues, process deviations, and operational risks to management.

· Stay current with product updates, services, marketing promotions, and operational procedures.

· Demonstrate adaptability to evolving programs, policies, and business priorities.

· Apply sound problem-solving, analytical thinking, and deductive reasoning skills to resolve operational issues.

· Exhibit strong organizational skills and the ability to effectively manage multiple priorities.

· Maintain a thorough understanding of Gen's policies, procedures, and products while consistently delivering an exceptional customer experience.

· Participate in or lead operational projects as needed, identify training opportunities, and collaborate with regional and cross-functional teams to resolve process-related issues.

· About You:

· Customer Service experience or Privacy operations

· Strong proficiency with Salesforce, ServiceNow/Jira, and contact centre platforms.

· Self-directed and self-motivated – able to work independently on a variety of tasks.

· Must be well organized and able to effectively manage own time.