Complaint Reporting Analyst

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed.  We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

Enterprise Customer Complaints and Assurance (ECCA) is seeking a collaborative analytical Reporting Analyst to join our team. The successful candidate will be responsible for generating periodic reports, analyzing trends, identifying root causes, and providing valuable insights into customer behavior and analytics. We are ideally seeking an individual with experience in SQL querying and visualization experience in Power BI/Tableau. The Complaint Reporting Analysts are responsible for collecting, analyzing and presenting data to help the ECCA department make informed decisions. Including creation of reports, dashboards, and other presentations to effectively communicate insights. This role requires strong analytical, communication, and technical skills. This individual will provide timely reports to drive strategic decision-making. If you are a self-motivated, analytically minded individual with a passion for turning data into actionable insights, we would love to hear from you. Join our team and help drive the success of ECCA's Reporting team!

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.

The role offers a hybrid/flexible schedule, which means there’s an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days at one of the following locations:

• Fargo, ND

• Minneapolis, MN

• Irving, TX

Basic Qualifications
- High school diploma or equivalent
- Five or more years of related experience

Preferred Skills/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

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits: 

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• 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 hour