Customer Experience Advocate Analyst

JOBRESPONSIBILITIES

Collecting, Analyzing and Reporting Feedback

• Gather and analyzeclientfeedback from call centers, bank branches, the Office of the President, and third-party vendors.

• Prepare and distribute recurring and ad hoc dashboards, reports, and written summaries that highlight keyclientinsights.

• Identifytrends, service recovery needs, and potential compliance risks, and communicate findings to stakeholders in near real-time.

• Support internal and external audit requests related to complaints.

• Track planned and unplanned events (e.g., system outages, product launches) to provide context forclientfeedback and complaint volume.

• Complete ad hoc data analysis to support business decisions.

ComplaintMitigation &Experience Improvements

• Plan, coordinate, andfacilitatemonthly cross-departmental complaint mitigation meetings.

• Track and follow up on action items and experience improvement initiatives, escalating to leaders or business partners as needed.

• Leverage client data and trends to recommend updates to policies, procedures, or processesto improveclientsatisfaction and loyalty.

• Monitor and report progress on customer experience initiatives and highlight successes in reports, audits, and organizational updates.

ADDITIONALACCOUNTABILITIES

• Adhere to assigned work schedules, including all required meetings and events.

• Maintain flexibility to support business needs, including occasional evenings, weekends, and holidays.

• Support the bank’s Enterprise Complaint Management (ECM) program and program success by training and educating teammates on complaint expectations, ensuring complaint handling tools and resources are updated, intuitive, and comprehensive; documenting key finding or issues for escalation or resolution.

• Perform special projects,additionalduties and responsibilities asrequired.

• Consistently adheresto regulatory and compliance policies and standards linked to the job as listedand complete required compliancetrainings.Accountable tomaintaincompliance with applicable federal,stateand local laws and regulations. 

JOB REQUIREMENTS

Required Qualifications:

• Education levelrequired:​High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent.​

• Minimum experiencerequired:​2+ Years​of client service and/or contact center experience. 

• Minimum experiencerequired:​2+ Years​of business writing, reporting and data analytics experience.

Preferred Qualifications:

• ​​Undergraduate Degree (4 years or equivalent)​Business Administration or related field. 

• Experience in financial services,bankingor client advocacy roles.

• Strong working knowledge of CRM tools (e.g.Microsoft Dynamics,Salesforce) anddata visualization platforms (e.g.Tableau,PowerBI).

• Proficiencyin Microsoft Office Suite. 

• Familiarity with audit,complianceor regulatory reporting requirements.

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Job Competencies:

• Strong verbal and written communication skills, with the ability to explain complex analysis to varied audience.

• Strong analytical skills with the ability toidentifypatterns, trends, and root causes.

• Strong accountability,follow-throughand proven success in meeting deadlines and achieving measurable business results.

• Ability to balance multiple priorities whilemaintainingaccuracy and attention to detail.

• Conflict resolution skills with the ability tomaintainprofessionalism under pressure.

• Positive, solutions-oriented attitude in interactions with leaders and peers.

• Collaborative mindset, able to partner effectively across teams and functions.

• Flexibility to adapt to new tools, processes, and evolving business needs.

• Commitment to accuracy, compliance, and ethical decision-making.

• Demonstrates a strong ability to build andmaintaineffective relationships with stakeholders by communicating clearly,engaging in proactive collaboration, andleveragingcross functionalinsights.Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results.

• Buildstrusted client relationships, whether internal or external, byidentifyingneeds and delivering tailored solutions to enhance the overall client experience.

• Fosters orsupportsa positive work culture and productive work environment, displayingimportanceof effective relationships with customers and stakeholders.

• Physical demands (ADA):​The job requires a moderate degree of physical exertion and stamina such as standing, sitting, walking, driving or infrequent lifting.​