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Operations Analyst - Research Analyst

Req #: 170101456_1
Location: Columbus, OH, US
Job Category: Operations
Potential Referral Amount: 0 US Dollar (USD)


CCB Operations - Customer Complaint Root Cause Analysis
Research Analyst
In this role, you will be responsible for conducting research and analyzing complex and critical issues concerning the
patterns and trends associated with customer complaints and potential risks. You will be responsible for performing
investigations to determine root cause and performing analysis of the patterns and trends received from multiple
data sources as it relates to consumer protection. You will prepare analytical reports and statistical summaries and
communicate succinct descriptions of issues and trends.
Key Responsibilities:
- Investigate, document, and escalate issues as appropriate.
- Recommend appropriate corrective action based on the results of the root cause analysis.
- Provide assistance to department management in the development and publishing of trending analysis, and reporting.
- Continually strive for accurate and timely data including details of complaint, investigation, root cause and thought
process behind the decision, also enabling understanding of trends, frequency and variations in complaints.
- Demonstrate advanced understanding of business analysis methodologies, business processes/systems/policies, and
display advanced problem solving skills.
- · Coordinate activities with other department personnel as appropriate.
- Escalate potential compliance issues when appropriate.
- · Identify and communicate risks as well as possible solutions.
- Attendance or facilitation of, regular meetings communicating root cause data to department management.


Job Requirements:
Bachelor’s degree preferred. A minimum of 2-4 years relevant job experience in the financial services industry,
with experience in any of the following areas: Banking or Financial Services, Compliance, general and/or risk based
compliance or audit, executive office complaints operations. Previous analytical experience is required.
Preferred Qualifications:
- Must have extensive and expert working knowledge of analytic functions and tools such as Microsoft Excel, PowerPoint,
and Word.
- Must have working knowledge of Consumer and/or Business Credit Card Operations (i.e. Credit Bureau, Applications,
Interest Rates/Pricing, Payments, Balance Transfers, etc.).
- Team player with strong collaborative qualities and a positive demeanor.
- Excellent communicator, both oral and written.
- Possesses a high degree of objectivity and demonstrates a global view.
- Able to effectively identify and present data based analysis of the facts.
- Professionalism; ability to engage with senior executives to articulate issues and recommendations.
- Partner with a global team on analytics and reporting enhancements.
- Understand how business rules and controls are used to identify and mitigate key risks.
- Self driven and motivated; ability to work with a high level of autonomy.
- Ability to multi-task and handle multiple projects at the same time.
- Demonstrates focus on ownership and follow-up
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