Working at Chase means making a real difference every day for your customers, your community and yourself. How? By putting others first, doing what's right and creating solutions that make lives better. Build your career on our strong foundation and help shape what's next-for you and for us. Chase, a leading provider of diverse financial services worldwide, is actively seeking service-center team members to create lifelong engaged relationships with our customers by delivering superior service and quality with every customer interaction.
As a Business Analysis Specialist III in our Collections and Recovery group, you will be responsible for the daily management of the CCB Collections dialers; primarily analyzing key metrics to enhance processes and performance and acting as a business liaison with multiple CCB Collection sites and functions to ensure business objective are met. Our process supports several lines of business: Card Collections, Card Recovery, Auto Finance, Auto Recovery, Vehicle Remarketing, Overdraft Collections, Overdraft Recovery, Home Lending, and Business Banking. Successful candidates in this vital position are flexible and problem-solvers who enjoy helping employees assisting customers resolve their questions and concerns. Job Responsibilities Manage the CCB Collections auto-dialer on a daily basis to include the seamless execution of existing strategies. Analyze key performance data in an effort to enhance processes and related metrics aligned to the collections autodial outbound and inbound functions as they relate to business objectives and goals. Execute call center technologies and initiatives such as auto-dialer and call telephony technologies. Work with suppliers/business partners to facilitate operational issue resolution and root cause analysis, implementation of hardware/software upgrades, technical integrations, and strategies. Act as business liaison with multiple CCB Collection sites and functions within the existing process ownership structure. Support staff by executing against new and existing strategies. Analyze key performance data to enhance processes associated with Inbound and Outbound functions as it relates to business objectives and goals. Identify opportunities where data in emerging technologies can be implemented to enhance performance within the collection centers. Provide quality service to our customers by continuous communication. Complete ad-hoc projects as assigned. Required Qualifications, Capabilities, and Skills Strong analytical skills with the ability to articulate findings around variance explanations and present process improvement recommendations Proficient in navigating and/or managing documents using SQL, SAS, Tableau Excel, PowerPoint Excellent team player, good communication and presentation skills Strong organizational and time management skills Ability to communicate effectively with all levels of leadership Excellent verbal and written communications skills Highly detail oriented with ability to work on multiple projects/tasks simultaneously Preferred Qualifications, Capabilities, and Skills Multitasker Attention to detail Willing to learn and fast learner
In office rotation required for this position (3 days in office, 2 days WFH)
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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
