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Analyst
Flagstar Bancorp
Troy, MI, United States
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Position Title
Customer Insight and Reporting Analyst
Location
Headquarters-Troy, MI
Job Summary
As part of the Customer Advocacy team, the Customer Insight & Reporting Analyst collects and analyzes customer feedback so we can identify and act on opportunities. Tracking complaints, identifying root causes, and mitigating the issues so they do not impact other customers helps to protect Flagstar's reputation while also improving the customer and employee experience. The Customer Insight & Reporting Analyst is also responsible for making recommendations and tracking results, preparing reports and presentations for management, reviewing internal and external communication and following up on unfavorable customer experiences.
Job Responsibilities:
• Collect, analyze, and trend customer feedback gathered enterprise-wide, including from the Customer Engagement Center, banking centers, business units, the Office of the President, and third party vendors. Consolidate this data with feedback gathered online and from social media.
• Report, summarize, and present customer feedback efficiently and under tight deadlines, including monthly, roll-up, and ad hoc reports.
• Identify trends, provide recommendations, and communicate results appropriately.
• Fulfill internal and external audit requests relating to complaint, investor, and regulatory issues.
• Recommend policy and procedure improvements and report trends to Customer Advocacy team.
• Compile complaint-tracking information to share as part of the 360° communication plan.
• Track planned and unplanned customer impacts to help provide context for complaint volume/trends.
• Coordinate and lead mitigation meetings for top complaint issues monthly. Attend mitigation meetings led by the Office of the President for top escalated complaint issues.
• Review top complaint issues and process improvement recommendations with applicable Business Units and Compliance to identify and implement mitigation efforts.
• Track mitigation efforts/results and incorporate into the Consolidated Complaint Report, which is distributed to applicable business units and executive management monthly.
• On a quarterly basis, recommend key complaint issues/trends and/or emerging risks to be highlighted during executive status meetings.
• Review customer communication from business units for clarity and consistency.
• Review Flagstar internal and external website content and design for clarity and consistency.
• Review and update Frequently Asked Questions on internal and external websites for accuracy and quality; ensure consistency with Customer Engagement Center training materials.
• Work with Customer Engagement Center personnel to develop and coordinate responses to unfavorable feedback or experiences.
• Become a subject matter expert in at least one content area (General Servicing, Default Servicing, Origination, or Banking).
• Prepare supplemental documentation needed to assist management in decision making.
• Document and maintain procedures for all job functions.
• Attend and successfully complete departmental and corporate trainings.
• Perform other duties as assigned.
• Attend classes for personal development.
• Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
Job Requirements:
• Bachelor's Degree in Technical Communications, Organizational Development, Customer Experience, or Business Administration, or comparable work experience required.
• 2 years of experience with business writing, reporting, and data analysis/trending.
• 2 years of customer service and/or call center experience preferred.
• 2 years of experience in the banking/mortgage industry preferred.
• Experience managing and coordinating projects, activities, and resources preferred.
• Demonstrated proficiency using Microsoft Office software applications (specifically Word, PowerPoint, Access, and Excel) with an emphasis on designing and preparing written summaries, reports, presentations, charts, tables, and graphs.
• Must have exceptional editing and proofreading skills ensuring little re-work is needed.
• Must use appropriate interpersonal styles and communicate effectively, both orally and in writing, with all organizational levels using tact and diplomacy.
• Ability to comprehend complex documents, procedures, and policies and distill these into easy-to-understand language, data points, and visualizations.
• Strong analytical, critical-thinking, and problem-solving skills with the ability to focus on details as well as to understand the broader picture.
• Strong research skills including gathering and analyzing information or data from multiple sources and making actionable recommendations.
• Outstanding organizational and planning skills with demonstrated ability to prioritize workload and follow through.
• Commitment to meeting the expectations and requirements of internal and external customers with a good sense of urgency.
For Internal Use Only: Job Band H