Citizens Hiring for Business Analyst Job at Cranston, RI Full Time

Description

As an employee of Citizens Bank you become a part of an organization committed to serving customers, colleagues and communities in which we do business. Citizens Bank is an established and successful financial services company with national presence and the ability to conduct business globally. We are committed to offering comprehensive and competitive benefits, encouraging our colleagues to develop and grow their careers, and providing a fiscally sound and stable work environment while delivering to our customers.

Citizens Consumer Lending’s mission has long been delivering the simplest, fastest, most hassle-free banking experience in the U.S.

The EdFi Business Analyst is responsible for understanding competitive student loan product offerings and managing the communications, product guides and other resources, and product specific content due to system changes/upgrades for training needs. The Business Analyst ensures the product accuracy of legal/ compliance disclosure, sales and marketing communications, and other internal and external communications promoting the Citizens Bank Student Loan and Education Refinance Loan, as well as, other student lending-related programs and services.

This role will have close partnership responsibilities Risk Management, Compliance, Legal, Operations, external vendors, and Vendor Management.

A key requirement for this position is partnering with the other areas of the business to understand consumer feedback and business needs to inform prioritization decisions and change initiatives. The individual will be responsible to scope and prioritize appropriate changes. In addition, the individual will be responsible for triaging incoming system issues/concerns reported by colleagues to determine if a training issue, a production defect or a requested change. Working with the relevant experience owner, the business analyst will own the issue end to end from initial inception, to scoping, prioritization, development, testing and execution.

• Create, validate, manage, and distribute the Product Training Manuals, Product Training Supplements, E-Prod Memo’s, and periodic updates to all student lending product promissory notes and related disclosures.

• Facilitate and develop the content for internal training on new products and product enhancements to assist all customer-facing associates in obtaining the necessary product knowledge to handle customer inquiries.

• General support for Experience Owners, contact center and operations leaders to assist in research and resolution of customer complaints, escalations, and other inquiries as necessary.

• Create, validate and manage systemic requirements to meet business mission and goals

• Produce regular and ad-hoc management reporting and analysis for, executive reviews, weekly production meeting and KPI’s.

Qualifications

• Understanding of consumer lending in a financial/banking environment and the ability to execute in an effective and expeditious manner

• Analytical Thinking/Problem Solving and Decision Making

• Creativity/Innovation

• Excellent oral/written communication with ability to effectively communicate with customers, peers, internal partners, external partners, and executive management

• Ability to design and author executive level communications

• Persistent follow-through in project management

• Expandable capacity / excellent time management skills / ability to multi-task in fast-paced environment

Hours and Work Schedule

Hours per Week: 40

Work Schedule: M-F 8-5

Why Work for Us

At Citizens, you’ll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.