Business Analyst

Business Analyst



San Juan



Business Analyst

Detalles de la oferta

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.


- Bachelor's degree (B.A.) in Business Administration, Information Systems or Industrial Engineering.


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)


- 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

Fuente: Tiptopjob2_Xml


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