Business Management Analyst I - Customer Experience

Work Location:

Lewiston, Maine, United States of America

Hours:

40

Pay Details:

$24.00 - $33.50 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. 

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Business Management, Strategy & Support

Job Description:

Department Overview:

Customer Experience handles complaints (both Escalated and First Point of Contact) received from Customer Advocacy and Insights or supported business lines.  These can be received by regulatory agencies (OCC, CFPB etc), Social Media or directly from a consumer.  This includes working with consumers and appropriate business line partners to resolve their concerns, document resolution and create appropriate reporting relative to complaints received.   

Job Description:

The Business Management Analyst I provides business management related research, evaluation, operational, reporting and / or analytical support for assigned area / specialization and/or functional unit(s).

Depth & Scope:

• Conducts standard reporting and/or analysis /operational support as directed
• May provide guidance/assistance to other team members and internal partners on specific standards /processes
• Time horizon and nature of work is generally short-term focused daily/weekly to monthly
• Generally work within broad parameters under the direction of management

Education & Experience:

• Undergraduate degree
• 1+years relevant experience

Preferred Skills:

• Multitasking/Analytical role
• Good Customer Service experience background
• Problem Resolution  
• Preferred Lending Experience

Customer Accountabilities:

• Provides business management related research, evaluation, operational, reporting and / or analytical support in a timely manner
• Develops and/or prepares applicable business metrics / standard / ad hoc reporting in collaboration with partners and stakeholders for own business management area to help inform or support decisions as appropriate
• Conducts regular, ongoing analysis, evaluation / assessment and review of business performance/ processes/initiatives within assigned business management area
• Supports the development of presentations/communications and dissemination of information
• Coordinates relevant processes/meetings/events that impact a broad area
• Understands department objectives and contributes by recommending appropriate action to management based on analysis and review of results within assigned scope

Shareholder Accountabilities:

• Contributes to various operational activities (e.g. report production, system queries, process mapping, tracking, analysis and procedural
• support, premises, onboarding) as assigned
• Remain informed of emerging issues, industry trends and/or relevant changes
• Adheres to enterprise frameworks and methodologies that relate to business management activities for own area

Employee/Team Accountabilities:

• Continuously enhances knowledge/expertise in own area and keeps current emerging trends/developments and grow knowledge of the business, analytical tools and techniques
• Prioritizes and manages own workload in order to deliver quality results and meet assigned timelines
• Supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
• Identify and recommends opportunities to enhance productivity, effectiveness and operational efficiency
• Establishes effective relationships across multiple business and technology partners, program and project managers
• Participates in knowledge transfer within the team and business units

Who We Are:
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer exper