Job: Call Center Business Analyst

Jobing Description

Flagstar Bank is seeking an analytical and detail-oriented individual to join the Customer Service group s Business Intelligence team as a Business Analyst. The Business Analyst will be responsible for creating, running and maintaining business reports for several Flagstar departments and staff.

The Business Intelligence team operates from 7:30 a.m. - 5:00 p.m. Monday-Friday with shifts available from 7:30 a.m. - 4:00 p.m., 8:00 a.m. - 4:30 p.m. and 8:30 a.m. - 5:00 p.m. This position will require occasional extra hours, including weekends, as business demands dictate.

Responsibilities:

Specific responsibilities and estimated percentage of time spent include:

Analytics and Reporting: (90% of time spent)

* Collaborates with management of several departments to identify key performance indicators necessary for measurement
* Partners with Business Intelligence team members to build custom reports to reflect measurement of designated key performance indicators

* Organizes and maintains data in several applications, including Crystal Reports, Excel and PowerPoint

* Creates custom reports in response to internal audit requests
* Distributes daily, weekly, monthly and quarterly reports with pointed analyses, communication of progress towards determined goals and recommendations for improvement
* Analyzes call production data
* Coordinates with other departments including Information Technology, Telecom, and other customer service areas in order to create reports

Other: (10% of time spent)

* Participates in monthly and/or quarterly meetings with department management to identify new reporting needs and creatively addresses those needs through reporting
* Continuously develops and improves upon reporting tools and processes
* Undertakes self-development activities on a monthly basis

Qualifications:

* Bachelor s degree or comparable experience
* Previous experience creating and distributing business reporting for various audiences, including executive-level reporting
* Proven excellence in written and oral communications
* Experience synthesizing data and presenting it in a streamlined manner
* Experience analyzing and trending data, providing recommendations for improvement Comprehensive knowledge of the Microsoft Office Suite, with advanced skills in Excel and PowerPoint
* Must be team-oriented and highly organized
* Must have good sense of urgency, dedicated to meeting the expectations and requirements of both internal and external customers
* Ability to manage resource issues and multiple priorities with little or no direction
* Ability to adapt to new demands and challenges
* Exceptional customer service and interpersonal skills

Flagstar Bank is an Equal Opportunity Employer