Location: Columbus, OH, United States

If you have high levels of curiosity, critical thinking, and desire to partner with teammates in identifying newsworthy results and trends, then this is a great opportunity to consider.

As a Business Analysis Associate I in Regulatory Operations - Customer Feedback & Communication Services, within Consumer and Community Banking (CCB) you will provide 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.

You must have excellent attention to detail, comfort in interpreting, manipulating, and communicating data, strong problem solving, clear business writing, and the ability to independently manage multiple short and long term deliverables.  In addition, you must be able to quickly and proactively develop subject matter expertise and build relationships with business and partners at all levels across CCB.

The CCB Business & Complaint Insights team is tasked with creating executive, regulatory and insights reporting.  Work performed by this team directly impacts and influences strategic decision making across CCB. Daily activities include creating and executing scheduled and ad hoc reports, translating data into meaningful and actionable insights, and working closely with business partners. 

Job responsibilities:

• Author and publish scheduled executive and regulatory reports by gathering information from various systems and business partners
• Analyze and monitor complaint data to identify emerging issues and watch items and to effectively communicate those results to business partners
• Build and maintain awareness of key CCB initiatives, issues, trends and changes impacting consumers and Chase
• Produce, and often lead, ad hoc analyses and reporting for all management levels
• Support key strategic and business priorities
• Create and maintain related procedures, documentation, and control processes
• Complete all of the above in accurate and timely fashion, while also suggesting ways to increase the benefit and/or reduce the cost of each deliverable

 

 Required qualifications, capabilities, and skills:

• Demonstrated ability to provide objective business analysis and accurate reporting of business data    
• Demonstrates curiosity about what drive business trends and customer behaviors
• Be deadline driven with a keen attention to detail and strong organizational skills
• Proficient at conducting background research, analyzing data, and identifying and quantifying opportunities
• Internally motivated and able to deliver timely and accurate work with limited supervision
• Excellent communication, presentation, and delivery skills
• Strong existing Excel and PowerPoint skills, and willingness to learn additional reporting and data mining tools such as Tableau, Alteryx, and SQL

Preferred qualifications, capabilities, and skills:

• 5+ years of reporting and analytics experience
• Able to synthesize and create a cohesive picture from a wide variety of information types and sources
• Bachelor's degree in a technical or business discipline preferred
• Prior experience managing or analyzing customer experience or complaints 
• Preferred experience supporting more than one CCB Operations Function/Line of Business
   

Join a team that interacts with multiple lines of business in search of complaint related insights to help us wow our customers