Commercial Escalations & Incident Analyst

Location:

The Commercial Escalations & Incident Analyst will support both the Escalations and Incident functions within the Resolution & Root Cause team. This role will work collaboratively with escalations, incident and root cause & insights to identify, prioritize and resolve root causes of client focused pain points. When needed, this person will facilitate the Commercial Escalations process and/or represent commercial clients, corresponding lines of business and operations teams in the monitoring, management and resolution of incidents. This role reports to the Head of Issue Resolution & Client Experience and will be part of the Resolution and Root Cause team within Commercial Onboarding and Servicing.

ESSENTIAL JOB FUNCTIONS

The Commercial Escalation & Incident Analyst will:

• Help collect, track, and review escalations and incident data objectively
• Be able to pull insights/trends from data being documented to help create stories for larger organization decisions
• Work with the team to create processes to analyze, prioritize, and socialize potential initiatives, incorporating input from line of business and product stakeholders
• Be a strategic thinker; demonstrate the ability to anticipate client needs; have the ability to identify & solve complex problems utilizing strong conflict management skills
• Focus on delivering quality and timely execution and resolution
• Be able to actively lead SWAT Team through regular interactions; driving for results by asking probing questions and following up on outstanding items
• Be able to execute on and manage the incident management playbooks and procedures for commercial businesses.
• Assist with resolving complex inquiries and questions from internal clients that the teams are unable to resolve
• Serve in an “on-call” capacity as escalated client inquires occur during non-traditional business hours

REQUIRED QUALIFICATIONS

• BA/BS or equivalent work experience
• 1-2 years of experience in business process improvement or similar experience, preferably with some experience in financial services
• Ability to synthesize data and analytics around goals and objectives with astute attention to detail
• Proficient at collecting performance measurements, creating dashboards and monitoring on-going performance, including comfortability using excel to display data
• Business acumen to communicate and operate effectively across multiple business units
• Strong critical thinking combined with business intuition and intellectual curiosity
• Strong knowledge of banking products, policies, and procedures, as well as commercial client needs
• Ability to operate with a results-oriented focus and strong sense of urgency – strong organization and follow-up skills
• Proficiency with MS Office, SharePoint, and Excel with ability to create …