Product Analyst

JPMorgan Chase - Wilmington, DE

Full-time - Mid Level

Wilmington, DE

Credit Intermediation and Related Activities

About the position

This bilingual (Spanish) position is focused on leveraging advanced speech analytics solutions to analyze customer interactions, identify trends, and provide actionable insights to improve business operations and customer engagement. The role involves working closely with Line of Business partners to gather requirements for analytics requests and deliver reports that illustrate critical findings and recommendations.

Responsibilities

• Analyze customer interactions to identify emerging trends and compliance adherence using speech transcription applications.
• Design and implement analytics-based metrics to enhance specialist coaching and identify training opportunities.
• Support the migration to automated analytics-based client interaction surveys utilizing advanced speech recognition technologies.
• Build and execute regulatory and compliance control reporting to ensure adherence to regulations such as ADA, SCRA, and TCPA.
• Collaborate with key Line of Business points of contact to understand customer reporting and analysis requirements.
• Prepare reports and deliver presentations with actionable feedback and insights to various management levels.

Requirements

• Bilingual (Spanish) proficiency.
• Strong analytical skills and knowledge of software packages/platforms (SQL, Oracle, Tableau, Eureka).
• Medium to advanced proficiency with Office applications (MS Excel, MS PowerPoint, MS Access, Visio, SharePoint).
• Experience with JIRA.
• Excellent written and oral communication skills, with strong presentation abilities.
• Results-oriented and client-focused with a sense of urgency.
• Self-starter who works well independently and as part of a team.
• Ability to thrive in a dynamic and fast-paced environment.

Nice-to-haves

• Curiosity, creativity, and imagination.
• Passion for data analysis and continuous learning.
• Interest in visualization layout, color, appearance, and functionality.
• Ability to maintain composure and a positive attitude during stressful situations.

Benefits

• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support.
• Financial coaching.