Employee Banking and Process Improvement Analyst Job at BankUnited
SUMMARY: The Employee Banking and Process Improvement Analyst's primary responsibility is to work closely with the Supervisory team, trainer, and Consumer Small Business Administration team to assure all Client Care procedures are updated and accurately reflect the current processes. The Analyst must exhibit leadership behaviors working closely with the supervisory team supporting the day-to-day operations of the Client Care Center on an as needed basis. The Analyst may be asked to fill in on the fulfillment team and provide support to the agents on the Escalation queue. The Analyst participates in and represent the client care from a procedure and efficiency perspective in any projects and initiatives that involve the Client Care.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.
- Examines and ensures that all Client Care procedures, guides, and documents are up to date and accurately reflect the current procedures.
- Analyze current process, tools, systems and data bases, makes recommendations for development, improvement or simplifications.
- Acts as a subject matter expert in cross functional teams to provide recommendation on new initiatives or projects. Participates in assessments, identifying benefits to be derived from system improvements and quantifies impact on Client Care.
- Exhibit proficiency in processes transactions on Aperio, Desktop Teller, and Signature UI
- Supports all phases of process and procedures for the Fulfillment team.
- Manage service levels against customer expectations and established goals and guidelines
- Ensure day-to-day compliance and operational risk controls in accordance with bank and/or regulatory standards and policies.
- Provide oversight and consultation on process and procedure changes and proposals
- Liaison for projects implementation and successful communication for the Client Care team, working closely with the Training Coach.
- Adhere to all current compliance/audit requirements.
- Efficiently and effectively interacts with internal and external customers and serves as a resource for answers to questions regarding Retail and Business online banking.
- Effectively communicates through a variety of means by telephone, email, chat and regular mail correspondence with internal and external clients.
- Adheres to internal and external defined service level agreements.
- Performs duties and responsibilities involving knowledge and application of policies and procedures that require independent judgement in the determinations of actions to be taken.
- Maintains an understanding of all current financial products, policies, procedures, and regulations. Creates and maintains the departmental procedures.
- Participates in system testing and provides timely feedback on an as needed basis.
- Deliver training in a classroom, virtual, and one-on-one setting to new and current hires as a back up to the trainer
- Partner with management to identify gaps in training delivery
- Will be required to assist other areas of the client care center on an as needed basis.
- Foster an environment of collaboration with the client care center staff and with other internal teams.
- Demonstrate strong leadership & analytical skills to assess situations, determine the root cause, and initiate a plan of action for resolution.
- Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
- Adheres to Bank policies and procedures and completes required training.
- Identifies and reports suspicious activity.
EDUCATION
HS Diploma
EXPERIENCE
- Minimum of two years Customer Service/Online Banking experience
- 1-3 years progressive banking/call center experience with demonstrated leadership capabilities required
- Strong branch operations and sales experience preferred
ADDITIONAL KNOWLEDGE, SKILLS AND ABILITIES
- Thorough knowledge of bank policies, procedures, products and services.
- Must be able to act independently and show sound judgement in problem resolution, making decisions that comply with bank policies and procedures.
- Must have excellent written and verbal communication skills.
- Time management skills required.
- Demonstrated ability to maintain a professional demeanor under pressure, work autonomously, be flexible, and manage multiple tasks in a dynamic environment.
Please Note :
caminobluff.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, caminobluff.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.