Client Advocacy Analytics Relationship Manager

Truist • Greensboro, NC

4d

About The Position

The Client Advocacy (CA) Relationship Manager is responsible for collecting, aggregating, reporting, and analyzing client problem data from various sources within expected timeframes. Identify, highlight and communicate client problems to Client Advocacy teammates/leadership and business units for future problem avoidance. To aid in this effort, the Relationship Manager will be responsible for partnering with other Businses 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. The teammate will be responsible for documenting the business responses to complaint themes and drivers and incorporating those into client complaint reporting. 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. 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

Requirements

• Bachelor's degree in a relevant field of work or an equivalent combination of education and work related experience
• Four or more years of analytical experience
• Working knowledge of spreadsheet and data management reporting tools
• 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.
• Advanced Microsoft Office skills such as Access, Excel, Visio
• Experience writing Business Requirements and/or System Requirements for reporting and report automation
• Creative and innovative approach to problem solving
• Thorough knowledge of bank operations, systems, compliance and risk management practices.
• Excellent communication (verbal and written), presentation and facilitation skills
• Strong leadership qualities and excellent interpersonal skills
• Creative thinker with excellent conceptual and problem solving abilities
• Action oriented and self-disciplined
• Demonstrated leadership ability and project management skills
• Ability to comprehend, analyze and evaluate data, processes and systems and recommend enhancements
• Ability to organize and clearly present verbal and written reports of findings and recommendations. Isolate and analyze significant trends from source data.
• Ability to perform multiple tasks in a fluid environment and work both independently and as a team member
• 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
• Highly collaborative planning ability
• Excellent diplomacy, tact, judgment, and decision-making skills
• Demonstrated proficiency in attention to detail with the ability to process information with a high degree of accuracy
• Understand the risks of a process, as well as, the process dependencies on other operations or external factors
• Ability to quickly learn/acquire all necessary platform applications required to perform the job
• Ability to speak fluent English

Nice To Haves

• Master's degree in a relevant field of work
• Intermediate knowledge of Finance and Banking processes, regulations and regulatory processes
• Prior experience in reporting/engagement with Senior and Executive levels of leadership
• Strong Knowledge of banking or financial policies and/or regulations
• Experience capturing, aggregating, analyzing, and reporting data from multiple disparate sources

Responsibilities

• 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.
• 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.
• 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.
• Provide oversight of reporting/documentation to ensure alignment with the business program and Policy & Procedure expectations.
• 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.
• Manage and track incoming department requests for client problem resolution and process improvement analysis workload.
• 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.
• Develop business approved templates for reporting client problems. Provide overview of analysis in reporting format and frequency deemed appropriate by management.
• 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.
• Independently investigate significant data changes which are outside tolerable thresholds

Benefits

• All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.
• Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
• Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
• Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees