Job Description
We are seeking an individual to support the Customer Experience team in Credit Bureau Operations. This important role will work closely with the Credit Bureau Operations Dispute and Furnishing leaders and Customer Service management to understand and execute an established program as outlined in the Charter objectives.
Job Summary:
As a Quality Analyst within the Credit Bureau Operations team, you will be responsible for performing root cause reviews to enhance customer experience and ensure compliance with internal policies, procedures, and reporting guidelines. You will work closely with various levels of management, provide process overviews, and develop recommendations to strengthen internal controls and improve operational efficiency. Your role will be critical in ensuring accurate credit reporting and in identifying and resolving issues in a timely manner.
Job resp onsibilities
- Executes and manages assigned root cause review across multiple functions and/or lines of business within internal SLA guidelines
- Works directly with various levels of CBO Management to clarify processes, document observations, and provide verbal and/or written summaries of findings when warranted
- Provides process overviews and detailed question and answer sessions with external entities, including but not limited to: Corporate Audit, Compliance and CFPB/OCC Regulatory exams
- Ensures identified issues are appropriately tracked and monitored through resolution
- Conducts timely monitoring and validation of Remediation and Correction projects to ensure customers are appropriately accommodated.
- Monitors for changes in the operational processes and recommends testing enhancements
- Develops recommendations to strengthen internal controls and improve operational efficiency
- Provides recommendations to internal and Operational procedures and job aids
- Proactively identifies enhancement opportunities and potential solutions for internal processes, reports, issue tracking and resolution, sampling, etc.
- Analyzes complex credit reporting data for inaccuracies and deficiencies
- Provides test result data and/or summaries when required
Required qualifications, capabilities and skills:
- Subject matter expertise in credit bureaus of at least one of the following lines of business is required: Auto, Card, Consumer, Home Lending and Student.
- Bachelor's degree in business related field or commensurate work experience
Preferred qualifications, capabilities and skills:
- Experience in quality control or quality assurance is preferred
- Excellent interpersonal skills with the ability to successfully engage and influence a broad range of individuals across various complex businesses and key support functions.
- Strong analytical, problem solving, critical thinking and decision making skills.
- Can demonstrate a strong attention to detail with focus on reliable testing results
- Must be able to prioritize and make decisions based on time constraints and risks
- Solid PC/software knowledge, particularly Excel and PowerPoint
- Must be able to perform responsibilities with minimal supervision
About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
