Business Analysis Associate II

The Claims, Disputes and Recovery (CDR) organization within Fraud and Consumer Protection Services (FCPS) is responsible for processing customer disputes of Retail and Credit Card transactions in accordance with Regulation E and Regulation Z guidelines. The CDR Controls Support team is responsible for the oversight of issue management, control monitoring and exam activities for Claims, Disputes and Recovery. This role is specifically aligned to the Issue Management pillar under the Control Support organization within CDR. 

As a Business Analysis Associate II, you will work with Claims, Disputes, and Fraud Recovery on control related initiatives such as Controls Testing, Controls Monitoring, Controls Evaluation, and Issue Management to ensure outcomes meet Control and Regulatory requirements. Additionally, you will work in an environment that offers a wide degree of creativity and latitude with the expectation of high performance and results.

Job Responsibilities 

• Lead a team of Business Analysts and /or Associates and process tasked with identifying operational concerns
• Propose process reengineering solutions to resolve current process breaks and identify areas of opportunity for improvement
• Collaborate with business partners, controls, and leadership to ensure proper handling of shared files includes controls measures and process enhancements
• Establish/Create/Analyze reports relevant to Business Control Support responsibilities
• Elicit project or initiative requirements using document analysis, business process descriptions, use cases, scenarios, business analysis, task, and workflow analysis
• Analyze production output to identify operational risk and to confirm compliance with regulatory obligations
• Work with stakeholders from across the organization to understand Risks and Controls associated with the CDR processes
• Develop relationships with key partners to manage solutions end to end across the FCPS space and applicable external teams.
• Evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
• Collaborate with developers and subject matter experts to establish the technical vision and analyze trade-offs between usability and performance needs
• Lead fact based decision making on control projects and initiatives to drive the organization forward

Required Qualifications, Capabilities and Skills

• 2+ years’ experience in Controls Support or similar role (Controls Testing, Controls Monitoring, Controls Evaluation, and Issue Management (Emerging Concerns and Action Plans))
• 3+ years’ experience in leading a team 
• Strong analytical and time management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, including executives, managers, and subject matter experts
• Demonstrate organizational skills and ability to handle working within strict timelines
• High level of professionalism in leading groups and process improvement initiative
• Ability to prioritize a large book of work in a dynamic environment

Preferred Qualifications, Capabilities and Skills

• Knowledge of Retail and Credit Card Processes is beneficial: Retail Claims, Retail Asset Recovery, Card Merchant Disputes and Recovery
• Knowledge of impacted standards / regulations is beneficial: Regulation E, Regulation Z, UCC, ID Theft, ADA, EVP, UDAAP, SCRA, Reg P, etc.

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. 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. Addit