Are you passionate about transforming customer experiences through data-driven insights? Join our Home Lending team and help shape the future of customer service. In this role, you’ll analyze customer interactions to uncover opportunities and recommend solutions that make a real difference. Your expertise will help us deliver exceptional service and drive operational excellence. Be part of a team where your analysis leads to meaningful change.

As a Business Analysis Specialist IV in the Targeted Interaction Review team, you provide valuable insights by reviewing and analyzing customer calls and emails. You help us identify opportunities, recommend improvements, and enhance our call and email handling processes. Together, we strive to resolve customer pain points and elevate our service standards. You will collaborate across teams to drive impactful change and support our commitment to excellence.

Job Responsibilities

• Conduct detailed root cause analysis using call listening, complaints, employee feedback, and survey findings
• Evaluate procedural gaps and assess cross-operational impacts to implement effective changes
• Support Customer Operations and business partners in strategizing and executing process improvement initiatives
• Deliver actionable recommendations to improve call and email handling processes
• Gather, structure, and execute quantitative and qualitative analyses
• Create and interpret customer satisfaction survey reports
• Maintain high standards of accuracy and attention to detail in all outputs
• Communicate findings and recommendations clearly to stakeholders
• Manage multiple tasks while meeting departmental service level agreements
• Work within deadlines in a fast-paced environment
• Demonstrate strong problem-solving and relationship management skills

Required Qualifications, Capabilities, and Skills

• Advanced Excel skills
• Experience creating and interpreting customer satisfaction survey reports
• Strong attention to detail and commitment to high-quality output
• Proven analytic skills in both quantitative and qualitative analysis
• Strategic thinking and planning abilities to drive innovation
• Strong written and verbal communication skills
• Ability to work within deadlines in a fast-paced environment
• Effective problem-solving and relationship management skills
• Ability to manage multiple tasks and meet departmental service level agreements

Preferred Qualifications, Capabilities, and Skills

• Knowledge of Home Lending quality, policies, and procedures (Customer Service, Collections, Bankruptcy, KANA, or Escalations)
• Experience as a quality analyst
• Familiarity with policy oversight and controls
• Background in process improvement within financial services
• Experience supporting cross-functional teams
• Understanding of customer operations in a large organization
• Ability to identify and address emerging customer pain points