Business Analyst - Non IT

4-Serv Solutions - Farmington Hills, MI

Full-time - Mid Level

Farmington Hills, MI

Professional, Scientific, and Technical Services

About the position

The Business Analyst - Non IT position involves managing customer complaints and ensuring compliance with regulatory requirements. The role requires close collaboration with internal teams and vendors, as well as proficiency in various systems. The analyst will conduct research, root cause analysis, and monitor complaint management processes to ensure adherence to policies and procedures.

Responsibilities

• Receive complaints directly from customers and determine if they involve governing regulations.
• Resolve complaints with minor research and investigations required and proceed to closure.
• Conduct extensive research and investigation on complex complaints, documenting facts and supporting documentation.
• Identify parties within the bank responsible for resolving complaints and reassign as appropriate.
• Direct regulatory complaints to Corporate Quality and propose root cause analysis for high-risk complaints.
• Determine proposed resolutions for complaints, including restitution if necessary, and document the process.
• Monitor complaint management processes to ensure compliance with policies and procedures.
• Compile and analyze reports on complaint data, identifying trends and compliance risks.
• Provide reports to leadership and stakeholders, documenting notable findings for review.

Requirements

• Bachelor's degree from an accredited university or High School Diploma/GED with 4 years of relevant experience.
• 3 years of experience in Risk Management, Compliance, Audit, or Complaint Management Processes.
• Understanding of rules, laws, and regulatory requirements.
• Proficient in risk management software, MS Office Suite, and related technology tools.
• 2+ years of experience in the Financial Services industry preferred.
• 2+ years of experience in banking products, services, and processes preferred.
• Prior experience in complaints management or supervisory role in financial services customer support preferred.

Nice-to-haves

• Card knowledge is preferred but not required.
• Customer service background can be applicable.
• Understanding of consumer regulations preferred (e.g., Reg E).