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Complaints Data & Process Oversight Analyst I

Req #: 170068073
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 oversight of complaint program processes and data across CCB.  Regular activities include daily data validation and monitoring, and engagement and coordination with business partners related to findings and process correction.


The Associate will engage process/channel owners, stakeholders and subject matter experts in the course of their work and develop proposals for process improvements.  Successful candidates must be able to gather, analyze and synthesize data, connect insights in a meaningful way, and communicate with varying levels of leadership across LOBs and functions.

Key Responsibilities
  • Analyze and monitor complaint data quality; quantify and escalate identified issues
  • Manage data correction project work
  • Provide backup support for assigned CMO processes
  • Develop complaint management program recommendations and business cases to improve the overall CCB Complaint program
  • Prepare complaint oversight process forum topics
  • Maintain knowledge and awareness of issues, trends and changes impacting the business at Chase
  • Contribute to the development of sound internal processes and operating standards
  • Create and maintain related procedures, process flows and documentation
  • Serve as a complaint program and data subject matter expert

  • Bachelor’s Degree in a technical field 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
  • Must be proficient with SQL to query Teradata, Excel, PowerPoint, MS Word, SharePoint, and Visio
  • Good presentation, communication and delivery skills

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