Business Operations Analyst II
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Wilmington, DE 19893
Business Operations Analyst (602)
The CCB Remediation and Corrections department works directly with multiple lines of business to correct harm to customers caused by a business or operational process break. The Business Analyst Team within this department plays a critical function in supporting the entire correction process including working together with Legal, Compliance and LOB stakeholders to identify a correction strategy, developing the impacted population with the Correction data analytics team as well as documenting how the correction steps were executed.
Our team supports correction efforts for credit card operations. In order to excel as a Corrections Business Analyst, the individual should be a highly motivated individual able to work collaboratively across teams, an exceptional problem solver who owns customer issues from beginning to end and skilled at working multiple complex initiatives at one time.
+ Day to day management of correction case work and related activities
+ Collaborate with subject matter experts and correction peers to understand the break, how customers were impacted and what steps need to be taken to identify and correct customers.
+ Work with Data Analytics partners to drive development of the customer population through various data warehouses and any other data sources.
+ Accurately document how we execute each correction case including the steps taken to identify the population, any analytical or manual work performed and any additional reporting created to support execution activities (e.g. tax reporting).
+ Be the main point of contact for executing the case through the Corrections Quality Control process and owning the process for providing customers any corrective actions that need to occur, including but not limited to refunds, points adjustments, credit bureau impacts, and card terms and changes to terms, as well as any regulatory impacts.
+ Clearly articulate progress for population identification and execution activities to internal and external stakeholders as needed.
+ Develop or enhance correction execution procedures to address risks and/or increase efficiency
+ Proficiency with standard MS Office tools (Excel, Word, etc.)
+ Possess strong verbal and written communication skills, can communicate effectively with technical and non-technical stakeholders.
+ Experience with leading meetings and collaborating with others of varying seniority levels
+ Direct experience working with the credit card processes, systems, and products
+ Ability to foster collaboration and information sharing to ensure efficient execution
+ Strong time-management skills
+ Ability to think critically and problem solve
+ Ability to work effectively and collaboratively with stakeholders internal and external to our department
+ Understanding of relational databases, data warehouses and data analytic tools (SQL and/or SAS)
Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.
Equal Opportunity Employer/Disability/Veterans