Customer Experience Insight & Reporting Analyst – (REMOTE) Work from home United States in USA

Customer Experience Insight & Reporting Analyst - (REMOTE) Work from home United States - Flagstar Bank - USA - work from home job Company: Flagstar Bank Job description: Position Title Customer Experience Insight & Reporting Analyst - (REMOTE) Work from home United States Location Work From Home United States Job Summary Our Customer Experience (CE) team is a central point of consumer (i.e., current, former, and prospective customer) feedback, obtained primarily through Voice of the Customer (VOC) and surveys, allowing us to identify and act on issues, gap, and/or opportunities, mitigate issues, and continually improve policies, procedures, and practices to increase customer loyalty, revenue, and satisfaction. The CE team collects and analyzes feedback, compiles and distributes deliverables via dashboards and reports. CE facilitates or participates in project and initiative discussions and other mitigation (i.e., experience improvement) forums, using data and sentiment to drive change in our organization. Having oversight and giving insight into potential reputational risks, capacity and service level optimizations, and strengthening consumer relationships and loyalty, CE is the voice of the customer. Broadcasting and advocating change for the betterment of consumers and the bank is what this team is all about. The CE team is comprised of Customer Experience Insight & Reporting Analysts and Sr. Customer Experience Insight & Reporting Analysts. An Analyst is an experience extraordinaire, creative, passionate, influential and inspiring their peers and colleagues, and performs their duties and responsibilities efficiently and effectively. Pay Range: $47,500.00 - $67,500.00 - $87,500.00 Job Responsibilities: Collecting, Analyzing, and Reporting Feedback Collect and analyze VOC and/or survey feedback from employees including contact (call) centers, bank branches, the Office of the President, and certain third party vendors. Prepare and distribute recurring and ad hoc feedback findings via dashboards, reports, and other methods; deliverables may require written sentiment summaries, graphs, and/or tables to effectively present customer feedback. Identify trends, emerging issues, and service recovery opportunities, and potential compliance risks in near real-time, communicating findings and offering possible recommendations promptly for key stakeholder to react and mitigate consumer and/or bank impacts in a timely manner. Fulfill complaint-related internal and external audit requests on behalf of the organization. Track planned and unplanned customer impacts such as system conversions, products/services, outages, etc. to help provide context for complaint volume/trends. Complete ad hoc reporting and data analysis to support business decisions. Complaint Mitigation & Experience Improvements Plan, prepare, coordinate, and facilitate multiple monthly cross-departmental complaint mitigation meetings. Consumer feedback is compiled with an agenda and meeting objectives & outcomes for review and discussion with leadership and business partners. Track and follow up on mitigation meeting action items and experience improvements in the pipeline, providing updates to applicable parties and engaging leaders or business partners for escalated if/as needed. Recommend policy, procedure, and process improvements for the betterment of current and prospective consumers and/or the bank; strengthening satisfaction of current customers assures them we hear their voice & value their feedback, and it strengthens their loyalty and likeliness to recommend Flagstar. A win-win-win! Track the organization’s experience improvement efforts/ results and incorporate WINs into applicable reporting, audits, organization announcements, etc. Support Projects and Initiatives Participate in projects and initiatives by providing input on service and process improvement based on customer feedback; making recommendations to improve self-service opportunities. Partner with vendors and vendor oversight teams to develop resources and training materials for new vendor complaint-tracking and process improvements for existing vendors. Support the bank’s Enterprise Complaint Management (ECM) program and program success by training and educating personnel on complaint expectations, ensuring complaint handling tools and resources are updated, intuitive, and comprehensive; documenting key finding or issues for escalation or resolution. Review and Develop Communications Assist in developing or reviewing customer communications and messaging such as letters, digital content, IVR messaging, statements, disclosures, statement inserts, etc. for clarity, consistency, and overall experience. Assist in developing or reviewing internal communications and messaging including employee scripts/ talking points, job aids, training materials, etc. incorporating past customer feedback and optimizing future experiences. Personal and Team Growth & Development Become a subject matter expert in at least one content area (General (Performing) Servicing, Default Servicing, Origination, or Banking). Proactively and autonomously staying apprised of company industry and business issues/trends. Support team members to ensure job aids and instructional guides for CE job functions remain current. Enthusiastically lead, support, and/or participate in culture-enhancing events and activities including the Diversity, Equity, & Inclusion program. Job Requirements: HS Diploma, GED or Foreign Equivalent Bachelors Degree or Comparable Work Experience preferred. Bachelor’s degree in applicable related field such as Business Administration, Data Science, Marketing, Public Relations, Technical Communications, Organizational Development, or Customer Experience. 2 years of experience in business writing, reporting, and data analytics required. Experience managing and coordinating concurring projects, activities, and resources required. 2 years of customer service and/or call center experience preferred. 2 years of experience in the banking/ mortgage industry preferred. Demonstrated proficiency using bolthires 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. Proven ability to execute. Must communicate effectively, both orally and in writing, with all organizational levels using tact and diplomacy. Strong analytical, critical-thinking, and problem-solving skills with the ability to focus on details and understand the broader picture. Strong research skills including gathering and analyzing information or data from multiple sources and making actionable recommendations. Outstanding organization and planning skills with demonstrated ability to prioritize workload and follow through. 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. Internal Use Only - Job Band G Expected salary: $47500 - 87500 per year Location: USA Job date: Sat, 02 Sep 2023 01:54:17 GMT Apply for the job now! Apply tot his job Apply tot his job Apply tot his job Apply To this Job