Complaint Reporting Analyst

About the Role

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 with Power BI or Tableau
• Knowledge of regulatory requirements and industry best practices in complaint management

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