Establish a good understanding of the personal loans product, operations and customer interaction activity.
Identify new strategies that create significant improvement in customer experience (i.e. reduction in customer effort, 1st call resolution) or efficiency.
Leverage data analytics and LEAN/Six Sigma tools to provide data-driven approach to creation of new strategies
Identify new ways to leverage data to drive insights and better understand customer experience either on the phone call or over the internet.
Operate as a subject matter expert for the consumer loan portfolio.
Proactively monitor fraud metrics and performance and advise management of trends and recommend applicable actions / preventive solutions.
Work with business partners to define and refine business operational metrics.
Support the new servicing system testing and servicing related ad-hoc projects.
Minimum five years work experience required. Three years professional experience within a service industry preferred. Experience in in operational analytics or a customer experience improvement role preferred.
Strong knowledge of process improvement and optimization industry practices and performance measurements.
Extensive working knowledge of SAS and SQL
Knowledge of modeling strategies and simulation tools to understand and predict customer behavior a plus
Demonstrated project management skills, including ability to prioritize, meet deadlines and follow through on completion of complex, high-profile projects.
Detail oriented with aptitude to implement quality controls throughout work processes.
Excellent communication and interpersonal skills with the ability to interact with all levels of the organization.
Ability to work well with minimal direction. Demonstrated problem solving, decision making, and leadership skills required.
High degree of proficiency with statistical software and other analytical tools, especially SAS & SQL.
Minimum Bachelors degree required, Masters degree in Economics, applied Social Sciences or MBA with emphasis in quantitative disciplines (statistics, econometrics, etc.) preferred.
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Discover is one of the most recognized brands in U.S. financial services. We’re a direct banking and payment services company built on a legacy of innovation and customer service.