Are you passionate about transforming customer experiences through data-driven insights? Join our Home Lending team and help shape the future of customer service. In this role, you’ll analyze customer interactions to uncover opportunities and recommend solutions that make a real difference. Your expertise will help us deliver exceptional service and drive operational excellence. Be part of a team where your analysis leads to meaningful change.

As a Business Analysis Specialist IV in the Targeted Interaction Review team, you provide valuable insights by reviewing and analyzing customer calls and emails. You help us identify opportunities, recommend improvements, and enhance our call and email handling processes. Together, we strive to resolve customer pain points and elevate our service standards. You will collaborate across teams to drive impactful change and support our commitment to excellence.

Job ResponsibilitiesConduct detailed root cause analysis using call listening, complaints, employee feedback, and survey findingsEvaluate procedural gaps and assess cross-operational impacts to implement effective changesSupport Customer Operations and business partners in strategizing and executing process improvement initiativesDeliver actionable recommendations to improve call and email handling processesGather, structure, and execute quantitative and qualitative analysesCreate and interpret customer satisfaction survey reportsMaintain high standards of accuracy and attention to detail in all outputsCommunicate findings and recommendations clearly to stakeholdersManage multiple tasks while meeting departmental service level agreementsWork within deadlines in a fast-paced environmentDemonstrate strong problem-solving and relationship management skills

Required Qualifications, Capabilities, and Skills

Advanced Excel skillsExperience creating and interpreting customer satisfaction survey reportsStrong attention to detail and commitment to high-quality outputProven analytic skills in both quantitative and qualitative analysisStrategic thinking and planning abilities to drive innovationStrong written and verbal communication skillsAbility to work within deadlines in a fast-paced environmentEffective problem-solving and relationship management skillsAbility to manage multiple tasks and meet departmental service level agreements

 

Preferred Qualifications, Capabilities, and SkillsKnowledge of Home Lending quality, policies, and procedures (Customer Service, Collections, Bankruptcy, KANA, or Escalations)Experience as a quality analystFamiliarity with policy oversight and controlsBackground in process improvement within financial servicesExperience supporting cross-functional teamsUnderstanding of customer operations in a large organizationAbility to identify and address emerging customer pain points