Analyst- Client Advocacy Relationship Management-focus on analysis/reporting-location flexible

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

The Client Advocacy (CA) Relationship Manager is responsible for:

• Analysis: The Client Advocacy Relationship Manager is responsible for collecting, aggregating, reporting, and analyzing client problem data from various sources within expected timeframes. This will include identifying, highlighting and communicating client problems to Client Advocacy teammates/leadership and business units for future problem avoidance.

• Partnering: The Relationship Manager will be responsible for partnering with other Business Unit Senior Management, Data Analytics, Function and Process Owners, Compliance, Risk and other Client Resolution groups to identify trends and themes from client problem data and define recommendations for additional business reviews that may be used to define root cause and/or business process, procedure or client communication enhancements.

• Report Building: The teammate will be responsible for documenting the business responses to complaint themes and drivers and incorporating those into client complaint reporting.

• Driving Change: The teammate will represent the Client Advocacy team as a change agent when necessary. This may include, when appropriate, advising teammates of the larger mission of Truist\'s Mission and Values and support efforts to include timely Client centric remediation, risk reduction and long term root cause resolution with the establishment of appropriate controls.

• Business Unit Support: Teammates will maintain a concentrated effort and expertise in several functional areas and must be versed in related impacts for assigned Business Units. The teammate will remain familiar with standard concepts, practices, procedures and systems within the assigned functional areas to identify related processes which differ in such a manner to cause the client\'s experience to be inconsistent or less than satisfactory.Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time

1. Facilitate or participate in meetings with frontline and back-office teammates, functional area managers, business intelligence teams and Client Advocacy management for assigned functional areas to remain familiar with standard concepts and best practices, current procedures and systems including planned changes/modifications, emerging client and business risks, and opportunities to expand client problem collection, aggregation and reporting.

2. Provide overviews of analysis in reporting format and frequency deemed appropriate by management. Align analysis efforts with other business and client information, where available, such as revenue/cost benefit analysis, Voice of Client data, client segmentation, and industry standards.

3. Coordinate with appropriate analysts to focus of analysis, documentation and reporting for assigned Areas of Focus.  Collect and provide guidance to analysts on planned changesbased on business requests and historical findings.

4. Provide oversight of reporting/documentation to ensure alignment with the business program and Policy & Procedure expectations.

5. Review department and Business Unit requests for additional and enhanced reporting; obtain additional information from requestor, as needed.  Manage through completion or assign to appropriate team resource. As part of the follow-through of requested analysis, the teammate will be responsible for capturing the business requirements from the submitter, investigating all viable options to gather the data, and documenting the process used for analysis for future reference.

6. Manage and track incoming department requests for client problem resolution and process improvement analysis workload.

a. Capture the business requirements from the submitter, investigating all viable options to gather the data, and documenting the process used for analysis for future reference.

b. Develop business approved templates for reporting client problems. Provide overview of analysis in reporting format and frequency deemed appropriate by management.

7. Provide reporting and analytics support for medium level to highly complex department and Client Advocacy related requests where the business unit is not resourced to complete.

8. Independently investigate significant data changes which are outside tolerable thresholds

QUALIFICATIONS

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Bachelor\'s degree in a relevant field of work or an equivalent combination of education and work related experience

2. Four or more years of analytical experience

3. Working knowledge of spreadsheet and data management reporting tools

4. Intermediate skills in Microsoft Excel and PowerPoint and basic proficiency in other computer software applications with the ability to multi-task and navigate between multiple systems.

5. Advanced Microsoft Office skills such as Access, Excel, Visio

6. Experience writing Business Requirements and/or System Requirements for reporting and report automation

7. Creative and innovative approach to problem solving

8. Thorough knowledge of bank operations, systems, compliance and risk management practices.

9. Excellent communication (verbal and written), presentation and facilitation skills

10. Strong leadership qualities and excellent interpersonal skills

11. Creative thinker with excellent conceptual and problem solving abilities

12. Action oriented and self-disciplined

13. Demonstrated leadership ability and project management skills

14. Ability to comprehend, analyze and evaluate data, processes and systems and recommend enhancements

15. Ability to organize and clearly present verbal and written reports of findings and recommendations. Isolate and analyze significant trends from source data.

16. Ability to perform multiple tasks in a fluid environment and work both independently and as a team member

17. Excellent interpersonal and relationship management skills with the ability to influence, interact, and communicate within all levels of the organization including Senior and Executive Leadership

18. Highly collaborative planning ability

19. Excellent diplomacy, tact, judgment, and decision-making skills

20. Demonstrated proficiency in attention to detail with the ability to process information with a high degree of accuracy

21. Understand the risks of a process, as well as, the process dependencies on other operations or external factors

22. Ability to quickly learn/acquire all necessary platform applications required to perform the job

23. Ability to speak fluent English

Preferred Qualifications:

24. Master\'s degree in a relevant field of work

25. Intermediate knowledge of Finance and Banking processes, regulations and regulatory processes

26. Prior experience in reporting/engagement with Senior and Executive levels of leadership

27. Strong Knowledge of banking or financial policies and/or regulations

28. Experience capturing, aggregating, analyzing, and reporting data from multiple disparate sources

Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace.

Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name.