Sr. Business Analyst - East Coast Fulfillment Center

Nordstrom • Elizabethtown, PA

1d

About The Position

A day in the life… Deliver quality system and process improvements that mitigate calls, lower fraud and bad-debt losses all while improving front-line servicing and customer experience for Card Services and Rewards customers Represent operational business needs in project meetings; acting as subject matter expert and advocate of the customer and business Influence business requirements that improve front line servicing of customers (includes Fraud, Customer Care, Collections and Disputes), assist in initiatives and process improvements that support operational roadmaps Participate in front-end analysis of all operational processes and deliver suggestions for process improvements that enhance customer experience and increase front-line efficiencies Coordinate all process and procedural changes to ensure integration into training and quality assurance standards Act as liaison and effectively manage new requirements coming from Card Services partners such as Risk, Product, Compliance, Loyalty, TD partnership team and external vendors to bring solutions to front-line business

Requirements

• Bachelor’s degree in business related field from an accredited college/university or 1+ years of relevant work experience; or equivalent combination of education and experience
• Exceptional attention to detail with customer and user experience design work is preferred
• Ability to independently and proactively identify business needs and opportunities and overcome barriers with minimal supervision
• Experience in credit, banking and/or financial services (preferred

Responsibilities

• Deliver quality system and process improvements that mitigate calls, lower fraud and bad-debt losses all while improving front-line servicing and customer experience for Card Services and Rewards customers
• Represent operational business needs in project meetings; acting as subject matter expert and advocate of the customer and business
• Influence business requirements that improve front line servicing of customers (includes Fraud, Customer Care, Collections and Disputes), assist in initiatives and process improvements that support operational roadmaps
• Participate in front-end analysis of all operational processes and deliver suggestions for process improvements that enhance customer experience and increase front-line efficiencies
• Coordinate all process and procedural changes to ensure integration into training and quality assurance standards
• Act as liaison and effectively manage new requirements coming from Card Services partners such as Risk, Product, Compliance, Loyalty, TD partnership team and external vendors to bring solutions to front-line business

Benefits

• Medical/Vision, Dental, Retirement and Paid Time Away
• Life Insurance and Disability
• Merchandise Discount and EAP Resources
• Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level