Communication Strategy & Insights - Process Improvement Associate I

We have an opportunity to join a team that manages customer communications for the world’s most innovative financial services company. You will enhance your data and business analysis skills to protect the bank and its customers against fraud and help customers feel safe to use our products and services. You will also provide your subject matter expertise and insights to optimize customer protection communication strategy. 

As Process Improvement Associate I in Communication Strategy & Insights (CSI), you will assume lead role in ensuring flawless execution of customer communication strategy, evaluate key business health metrics and collaborate with key stakeholders across multiple platforms and groups to support overall business process. You will be operating in a fast-paced environment with multiple, often competing, priorities focused on providing best in class customer protection service. 

Job responsibilities:

• Daily review of reports covering all automated customer communications.
• Proactively identify and document potential production issues, quantify business and customer impacts.
• Perform root cause analysis of identified issues and bring about prompt resolution.
• Support executive level communication by regularly providing complete and accurate business metrics.
• Manage multiple fast paced and complex assignments with significant business and customer impacts.
• Collaborate and communicate with business partners while setting clear expectations for stakeholders.
• Maintain strong control environment by following all Regulatory, Risk, Control and firmwide guidelines.
• Evaluate customer satisfaction by analyzing customer satisfaction survey data. 
• Provide timely response to information or analysis requests by following best practice and execute a continuous improvement model.

Required qualifications, capabilities and skills:

• Two-year college Associate Degree or higher
• 1 year of experience extract, analyze and synthesize information to provide meaningful business insights. Expertise in data manipulation tools (such as SQL, advanced level skills in Microsoft Excel) 
• Self-directed with proven ability to organize, manage and complete multiple projects with sense of urgency and attention to detail.
• Flexible with ability to quickly adapt in a dynamic environment.
• Think through problems to determine root cause, quantify impacts and implement proper solution.
• Strong capacity to build effective partnership across business groups and influence outcomes through persuasion.
• Strong communication skills that deliver crisp and concise message to business partners and leadership.

This role does not offer visa sponsorship.

This is a Hybrid position which will require the incumbent to commute/work on site 3 days a week and work from home 2 days a week.
 

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