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CCB Complaints Business Operations Voice & Text Analyst II

Req #: 170110427_1
Location: Wilmington, DE, US
Job Category: Operations
Job Description:

Job Description


The Customer Experience and Communications organization seeks to simplify and strengthen customer experiences and build customer trust by communicating effectively, listening to feedback, understanding reasons for dissatisfaction, and identifying opportunities to improve.


The Complaint Management and Oversight (CMO) group sits within this organization and is tasked with ensuring the management, oversight and understanding of complaints that we receive across the Chase Consumer and Community Bank (CCB).


This role is responsible for the oversight and management of voice and text complaint processes across CCB.  Regular activities include daily process validation and monitoring, engagement and coordination with technology and business partners, and overall program management.  Additionally, this role will coordinate technology and reporting activities, perform business analysis, and execute reporting for complaints management and control.


Key Responsibilities

  • Lead all related analytic, reporting and technology efforts; manage project lists

  • Analyze and monitor complaint processes, data quality, taxonomy effectiveness and detection accuracy; quantify and escalate identified issues

  • Develop recommendations and business cases to improve systemic detection complaint programs

  • Produce adhoc analysis and reporting; summarize findings and insights across all management levels

  • Monitor and analyze control findings and trends

  • Conduct regular process walk-through meetings and drive follow ups

  • Create and maintain related procedures, process flows and documentation

  • Serve as a complaint program and data subject matter expert

  • Design and develop dashboards, scorecards, controls and reporting

  • Maintain knowledge and awareness of issues, trends and changes impacting the business at Chase

Successful candidates must be able to manage projects, define requirements, write documentation, perform analysis, create reports and communicate insights as demonstrated in prior roles.

  • Bachelor’s Degree in a technical field preferred and 5+ years of analytics experience

  • Proficient at conducting background research, developing baselines, analyzing existing processes, and identifying and quantifying process opportunities

  • Demonstrated ability to provide objective business analysis and reporting of business data to non-technical audiences

  • Advanced knowledge and proficiency with analytic tools and data analysis methodologies

  • Ability to identify and summarize process breaks/gaps and inadequate controls

  • Preferred candidates will be proficient with, and currently using, SAS or R, SQL. VBA proficiency a plus.

  • Must be proficient with Excel, PowerPoint, MS Word, SharePoint, and Visio. 

  • Background using text and voice data mining tools preferred

  • Good presentation, communication and delivery skills

  • Strong attention to detail and time management skills required

  • Prior business requirements, procedures and documentation experience preferred

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