Consumer Complaints & Research Analyst (Contract)

Title: Consumer Complaints & Research Analyst

Location:

Charlotte, NC

Ft. mill, SC

Hillsboro,

Sioux Falls, SD

Des Moines, IA

Minneapolis, MN

Duration: 12 months

Benefits on offer for this contract position: Health Insurance, Life insurance, 401K and Voluntary Benefits

Participate in a variety of assigned and ongoing business operations to ensure success in meeting business goals and objectives. Identify opportunities for process improvement by conducting root cause testing of all compliance and business metrics. Determine areas of strength or Business Execution opportunity within defined scope of work. Review and research strategies and action plans to establish effective processes while meeting performance metrics and policy expectations. Utilize independent judgment to guide moderate risk deliverables. Present recommendations to develop, implement, and monitor strategic approaches, effectiveness of support function, and business performance improvement opportunities for managing risks of the business. Exercise independent judgment and provide guidance in diverse support functions and operations for a single business group within a line of business. Collaborate and consult with leaders and executive management. Provide work direction to less experienced Strategy and Execution staff.

Responsibilities:

• Conducting research of closed customer complaints to determine whether the complaint is a result of a control gap within the organization
• Creating PowerPoint presentations to present findings
• Writing executive summaries and narratives with strong details for results)
• Performing root-cause analysis to determine cause of complaint and if it is repeatable
• Pulling text analytics and reviewing analysis
• Work within SharePoint & (future state) PEGA to log justification reasons

Qualifications:

• Direct experience or strong knowledge of Credit card products &/or a background in Retail/ Merchant services
• Strong written communication skills to create written evidence and artifacts (must have strong grammar skills)
• SharePoint - Intermediate level skills
• Ability to perform research (identifying issues, investigations, problem solving, critical thinking, ability to make determinations. (Constantly asking questions)
• Ability to perform Root Cause Analysis within regulatory environment (UDDAP, Reg P, etc.)