Business Analysis Associate II - Customer Complaints

Job Description

Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging area? This is a unique opportunity for you to work in the Regulatory Operations Customer Complaints to impact and influence strategic decision making across Consumer Community Bank (CCB).

As a Business Analysis Associate II in the Customer Complaints team, you will be part of a centralized group providing program-level governance, oversight, reporting, and analytics in support of executive, business, and functional teams. You will provide insights that can help to simplify and strengthen customer experiences, build customer trust, and reduce risk by understanding reasons for dissatisfaction and identifying opportunities to improve.

Job Responsibilities

Create and execute scheduled and ad hoc reports, translating data into meaningful and actionable insights, and working closely with business partnersAuthor and publish scheduled executive and regulatory reports by gathering information from various systems and business partnersProactively develop subject matter expertise and build relationships with business and technology partners.Lead assigned analytic and reporting efforts; manage project listsAnalyze and monitor complaint data to identify emerging issues and watch itemsCreate and maintain related procedures, documentation, and control processesManage multiple short and long term deliverablesBuild and maintain awareness of key CCB initiatives, issues, trends and changes impacting consumers and Chase

Required Qualifications, Capabilities And Skills

Bachelor's degree in a technical or business discipline 7 years of business reporting, customer service and analytics experienceAdvanced Excel, PowerPoint, SharePoint, and SQL skillsExcellent communication, presentation, and delivery skills requiredAbility to synthesize and create a cohesive picture from a wide variety of information types and sourcesAbility to produce ad hoc analysis and reporting for all management levelsAdvanced knowledge and proficiency with analytic tools, data analysis methodologies, and database queryingDeadline driven with a keen attention to detail and strong organizational skillsProficient at conducting background research, analyzing data, and identifying and quantifying opportunitiesDemonstrates curiosity about what drives business trends and customer behaviorsInternally motivated and able to work with limited supervision

Preferred Qualifications, Capabilities And Skills

Intermediate usage in some combination of: Alteryx, Xceptor, SAS, Python, Tableau, Adobe Analytics

ABOUT US

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About The Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.