Complaint Reporting Analyst

U.S. Bancorp

Fargo, ND

Full Time

Mid Level

65k-84k

2 months ago

Job Description

About the Role

At U.S. Bank, we are committed to helping customers and businesses make better financial decisions, supporting community growth, and fostering a diverse and inclusive work environment. The company offers a wide range of opportunities for personal and professional development, encouraging employees to learn new skills and discover their potential from Day One. The role of a Complaint Reporting Analyst is part of the Enterprise Customer Complaints and Assurance (ECCA) team, focusing on generating reports, analyzing trends, and providing insights to improve customer experience and complaint management.

Key Responsibilities

Generate periodic reports, including daily, weekly, monthly, and ad-hoc reports, to provide key stakeholders with actionable insights.
Collaborate with cross-functional teams to gather data, validate findings, and ensure the accuracy and integrity of reports.
Develop and maintain dashboards, scorecards, and other visual representations of key metrics to facilitate easy understanding of complaint trends and performance.
Conduct in-depth analysis of customer behavior and provide recommendations to improve customer experience and reduce complaint volume.
Monitor and analyze the effectiveness of complaint resolution processes and suggest improvements to enhance efficiency and customer satisfaction.
Stay up-to-date with industry best practices, regulatory requirements, and emerging trends in complaint management and reporting.

Requirements

High school diploma or equivalent
Five or more years of related experience
Proficiency in SQL, Excel, and data visualization tools
Written and verbal communication skills, with the ability to present findings and recommendations to senior management
Collaborative mindset and ability to work effectively with cross-functional teams
Strong analytical and problem-solving skills with the ability to interpret data and draw meaningful conclusions
Experience in MS PowerPoint to develop decks for the business line

Nice to Have

Experience in Power BI or Tableau visualization tools

Qualifications

High school diploma or equivalent
Five or more years of related experience

Benefits & Perks

Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year

Working at U.S. Bancorp

U.S. Bank values diversity, inclusion, and integrity, fostering a collaborative environment where employees are encouraged to learn, grow, and contribute to the company's success. The organization emphasizes a supportive workplace that considers the whole self of its team members and promotes work-life balance through flexible scheduling options.

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