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Reporting Analyst

Req #: 170085105
Location: Columbus, OH, US
Job Category: Operations
Potential Referral Amount: 0 US Dollar (USD)
CCB Operations - Customer Complaint Root Cause Analysis
Reporting Analyst
Grade 602- Associate
The Enhanced Root Cause (ERC) Team analyzes customer complaints to learn why customers are dissatisfied with their experience at Chase.  Through the root cause process, customer behaviors and expectations are studied, with a focus on service interactions, to develop and recommend business strategies to improve customer experience, customer engagement and operational efficiency.  ERC works with all businesses within the Consumer and Community Banking organization.
The professional in this role will be responsible for two main areas of focus and will report to the Root Cause Analysis Reporting Manager. 
  • Reporting and Analysis - Specific duties will include creating and running reports, working regularly with the functional groups to track and report on initiatives, and creating documentation for weekly and monthly Business Reviews.  You will need to communicate effectively with a wide range of business partners.
  • Business lead responsible for managing system enhancements for the ERCA IT solution in Webstats, including requirements writing, testing, status reporting, implementation and training for users.
    • Provide data and analytic support for key business initiatives  
    • Lead the development and implementation of scheduled and ad-hoc reports
    • Design and provide training to user community on self-service tools
    • Develop analytics to better understand customer behaviors, including ad hoc data mining
    • Perform extensive and in-depth segmentation studies
    • Develop and report on key metrics to assess business performance
    • Present findings and recommendations to leadership team and executive management
    • Partner with business units to meet informational needs
    • Research complex enterprise data systems
    • Write business requirements for technology solutions
    • Compose technical and process documentation
    • Identify and communicate risks as well as possible solutions
    • Ensure procedures and job aides remain up to date and proper approvals are received
  • Bachelor’s degree required; 5+ years of job experience in the financial services industry in one of the following areas: Banking or Financial Services, Compliance, general and/or risk based compliance or audit.  Previous analytical experience is required
  • Advanced SAS and SQL skills; basic database knowledge (Teradata, Oracle, and SQL Server) is required
  • Ability to conduct data analysis that yields actionable business insights
  • Must have extensive and expert working knowledge of analytic functions and tools such as Microsoft Excel, PowerPoint, and Word
  • SharePoint and WebStats experience preferred
  • Ability to identify issues, work collaboratively to recommend and implement solutions
  • Strong quantitative and qualitative analytical capabilities
  • Ability to be flexible, follow tight deadlines, organize and prioritize work, and must be detail oriented
  • Strong verbal/written communication and presentation skills
  • Strong attention to detail (majority of team deliverables go to senior managers within CCB so attention to detail is a must)
  • Ability to deal with all levels of management
  • Ability to self manage in a fast paced, dynamic environment
  • Leadership and professionalism a must
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