We help our customers. We correct things that have gone wrong. More specifically, we work directly with multiple lines of business to remediate customer harm caused by business or operational process breaks. 

As a Business Analysis Associate II in the Consumer & Community Banking (CCB) Remediation and Corrections department, you will work directly with multiple lines of business (LOB) to correct harm to customers caused by a business or operational process break. The Correction Business Analysts within this department play a critical function in supporting the entire correction process including working together with Legal, Compliance and LOB stakeholders to identify a correction strategy, developing the impacted population with the Correction data analytics team, as well as documenting how the correction steps were executed. Our team supports correction efforts for Credit Card and Connected Commerce. 

Job Responsibilities:

Manage correction case work and related activities Collaborate with subject matter experts and correction peers to understand the break, how customers were impacted and what steps need to be taken to identify and correct customers. Work with data analytics partners to drive development of the customer population through various data warehouses and any other data sources. Accurately document how we execute each correction case including the steps taken to identify the population, any analytical or manual work performed, and any additional reporting created to support execution activities (e.g. tax reporting). Be the main point of contact for executing the case through the Corrections Quality Control process and owning the process for providing customers any corrective actions that need to occur, including but not limited to refunds, points adjustments, credit bureau impacts, and card terms and changes to terms, as well as any regulatory impacts. Clearly articulate progress for population identification and execution activities to internal and external stakeholders as needed. Develop or enhance correction execution procedures to address risks and/or increase efficiency

Required qualifications, capabilities and skills

Proficiency with standard MS Office tools (Excel, Word, etc.) Possess strong verbal and written communication skills, can communicate effectively with technical and non-technical stakeholders. Experience writing business requirements  Direct experience working with the credit card processes, systems, and products Ability to foster collaboration and information sharing to ensure efficient execution Strong time-management skills Ability to think critically and problem solve

Preferred qualifications, capabilities and skills

Understanding of relational databases, data warehouses and data analytic tools (SQL and/or SAS) a plus Strong ability to communicate with internal audit, QA/QC, and validation and testing teams Experience communicating with senior level leadership