Full Time Opportunity General Description Analyze customer experience / touchpoints results and metrics for the PR and US Retail Lending Business to help identify and propose improvement solutions.
Essential Duties and Responsibilities
- Work as liaison with business, support and operational areas to identify, analyze, propose, and communicate changes to business processes.
- Serve as the main Retail Lending Division contact to channel customer service situations involving products and system behaviors to identify customer service areas of improvements.
- Coordinate and facilitate working sessions to identify and develop different business solutions alternatives and scope that will result in the improvement of the customer experience.
- Manage projects related to customer experience improvements. Coordinate and report status of system and work process improvements related to customer experience.
- Analyze and identify root causes of situations based on the customer claims findings.
- Coordinate business support to CRC requests for analysis decisioning of customer claims.
- Develop and maintain a solutions repository for most common claims/complaints to serve as first response document.
- Identify training needs within support and operational areas and coordinate those that need to be provided by internal Retail Lending groups.
- Prepare and present business metrics, solutions and recommendations to Retail Lending Management.
- Support business and operational areas with the review and update to process manuals.
- Manage customer experience reporting and statistics and communicate key performance indicators to Retail Lending management.
- Manage information requests related to the Corporation's customer experience and customer care initiatives.
- Represent Retail Lending Division in projects that involve customer experience assessment and improvements.
Education
- Bachelor's degree (B.A.) in Business Administration, Information Systems or Industrial Engineering.
Experience
At least three years related experience in business analysis, project coordination and process improvement.
Certifications / Licenses
- Business Analyst Certification
- Project Management Professional
- Microsoft Certified Professional (MCP)
Competencies
- Passionate with providing excellent customer service.
- Eager to propose changes and find solutions that improve customer service.
- Ability to understand problems and identify their root causes.
- Fluent in English and Spanish (writing and conversational)
- Accountability
- Analytical Discipline
- Business Excellence
- Business Analysis
- Change Agent
- Collaboration and Teamwork
- Computer Skills:
o Proficient knowledge of the following software: Word Processing, Presentations, Spreadsheets, and Internet.
o Knowledge of database management, internal business software and other related software.
- Self:Development
- Project Management
Popular Inc., is an Equal Opportunity Employer
