Senior Operations Strategy Analyst - Balance Transfer and Cash Advance Products

Senior Operations Strategy Analyst – Balance Transfer and Cash Advance Products

Bachelor’s degree in Business Administration and Management, Social Sciences or related
2+ years Customer service or Financial Services Operations
In lieu of Education 4+ years Customer service or Financial Services Operations
Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator
Ability to communicate verbally
Ability to communicate in written form

Conduct analysis and evaluation of balance transfer and cash advance product data to identify solutions to moderate complex business problems
Ensure operational processes are integrated and effective across the organization
Work with business partners to implement new and enhance existing processes that measurably improve the customer experience
Serve as Subject Matter Expert for Service functions such as customer service, customer communications/interface, and other service activities
Execute and manage product controls
Work with HQ and Field teams to implement new procedures
Monitor success of implemented programs procedures and suggest improvements
Point of contact for process and procedures changes and complaint remediation
Create and maintain project documentation
Create and monitor progress and controls
Perform all functional validation/business checkouts for system implementation
Participate in operational readiness activities for migration to new servicing platform
Develop and plan training events, ensure updates for new or changed processes are fitted into New Hire Training
Provide updates to Sr. management including status reports

2+ years Applicable line of business [Credit Cards, Deposits, Personal/Home/Student Loans, and/or Payments], or related experience