Client Services Business Analyst

Company Description

For more than 70 years, IDB Bank has made it our mission to be the best bank for our clients by putting their needs first, and the success we’ve enjoyed fundamentally comes down to our people. Here at IDB, you’ll work side by side with some of the most talented professionals in the industry who share a strong sense of teamwork and a passion for providing exceptional service down to the smallest detail. We offer a comprehensive benefits package that includes generous paid time off and the ability to participate in our medical coverage and 401(k) plan on your very first day with us. We are also committed to diversity and inclusion, and to providing all of our team members with an equal opportunity to succeed and make meaningful contributions within a work environment that is respectful, welcoming and inclusive.

Job Description

The Client Services Business Analyst is tasked with supporting the Client Service Teams and IDB Access Customer Service Team by analyzing customer service day-to-day activities and production workflows including process and procedure documentation, developing training material and metrics that help contribute to the performance and enhancement of the team and client experience.

•Analyzes, specifies, validates and identifies trends in production, gaps, areas for improvement, and overall monitoring and defining key performance indicators as per business needs.

• Establishes robust partnerships and open communication with the Business, Operations, IT, and Client Service teams to effectively partner to help establish procedures, review methods and process and gaps in day to day business activities, operational handling and client services.

• Effectively captures, demonstrates workflows and produces process improvement recommendations including the ability to partner with IT to manage recommendations and change requests on case management tool that also encompasses upgrades that influence productivity, reduce risk, and improve the overall client and employee experience (Assess options for process improvement, including business process modeling)

• Serves as a key influencer to help further encourage our banks transformation by organizing meetings with relevant internal parties to inspire uniformity in process and procedures.

• Collaborates with project sponsors to determine project scope and vision.

• Conducts interviews, assessments, and researches the efficiency of current process and existing requirements to help provide recommendations.

• Develops and conducts internal interviews to produce business requirements/procedures and ensures requirements are provided in a clear manner that is comprehensible to developers/project team.

• Demonstrates and executes strong project management skills;

  • Responsible to multi-task by various methods of communication (e.g. online application, phone, chat, in-person, email etc.)

• Utilizes problem-solving skills, sound judgement, creativity, and experience to analyze information to successfully resolve tasks and issues. 

• Effectively handles the timing of communication and response to processing requests, create training job-aides, deliver instructions to service teams on internal processes, schedule and conduct training (related to case management tool etc.), lead bank projects and meetings.

 • Self Starter that consistently approach their tasks with integrity, accountability, consider client and bank reputational risk, follow compliance guidelines and company policies with a high level of care.

• Team player that participates in internal activities, testing and initiatives aimed at enhancing client experience, data integrity, optimizing workflows, case management processes etc.

#LI-Hybrid 

Qualifications

5+ years of relevant experience in the cash management products and payment industry with strong client service orientation.

• Able to simultaneously handle multiple demands and priorities.

• Exceptional written and oral communications skills required for both internal and external stakeholders.

• Excellent organizational and prioritizing skills with attention to detail.

• Attends and engages in scheduled meetings and client trainings promptly and actively.

• Candidate must be proactive, enthusiastic, and team oriented.

• Ability to remain composed under pressure and to adapt to changing business needs and customer expectations.

• Strong computer skills including Excel, Visio, SalesForce, DocuSign, Word and PowerPoint

Compensation

The expected annual salary for this position is between $100,000 and $150,000 at the start of employment. A salary offer is determined on an individualized basis, taking into consideration factors such as an individual’s skills and experience. In addition to base salary, our total rewards package also inc