Member Resolution Team Data Analyst, Remote (MA, NH, FL, GA only), Full-Time

Schedule

Monday - Friday 8-5 (40 hours) Remote - MA, NH, FL, GA only

What You’ll Do

Summary/Objective:

The MRT Data Analyst will improve efficiencies across the credit union, enhance member and employee experiences, provide insight into root cause analyst to reduce overall complaint volumes and support business planning/initiatives, and manage risk by interpreting complex data sets. The MRT Data Analyst has a blend of strong technical skills (statistical analysis, data analysis) and soft skills such as critical thinking and communication.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Gather and analyze data from complaint management cases to proactively identify trends and provide insight into potential organizational weaknesses or escalating situations.
• Proactively analyze data from complaint sources and make recommendations for changes to processes, procedures, and documentation.
• Identify and communicate issues to MRT leadership team, including escalating of findings if necessary.
• Provide innovative, detailed, and practical solutions to address systemic issues contributing to complaints.
• Manage large data sets and develop efficient processes for collecting and aggregating data.
• Create and maintain comprehensive, routine, and specialized reports summarizing complaint trends, key insights, and recommendations for the Member Resolution Team and other business areas.
• Establish and maintain collaborative relationships with business areas throughout the organization.
• Scrub data to ensure accuracy of reporting.
• Stay informed about industry regulations, evolving customer service practices, and emerging technologies relevant to complaint management.
• Perform other job-related duties as assigned by Managers(s).

What You’ll Need

Education and Experience Requirements:

• BA/BS and/or certification in data analysis preferred
• Familiarity with Complaint Management systems a plus (PEGA)
• Analytical and Business Skills, including strong knowledge of RCA
• Knowledge of analytical approaches and methods (reporting, modeling, optimization).
• Experience with data visualization tools, such as Excel, Tableau and Power BI
• Experience within the financial services industry preferred

Additional Eligibility Requirements:

 

• Excellent communication and presentation skills
• Proficient use of Microsoft Office
• Excellent writing skills
• Action and Solutions Oriented
• Member and Employee Centric
• Strategic, Critical Thinking including RCA
• Tech Savvy
• Communicates Effectively using various channels (Excel, Office, Powerpoint, Word, PEGA Dashboards, etc.)

What We Do

DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.

 

We are proud to be a Equal Opportunity Employer/ Protected Veterans/Individuals with Disabilities.

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