Join us on our mission to create a completely new, 100% digital bank that truly serves customers' best interests. We are a close-knit and fun-loving team of seasoned financial services professionals who came together for the challenge of building a bank from scratch - and we are committed to doing it all the right way (from technology infrastructure to modern marketing to customer experience).

　　The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

　　We work with the flexibility and speed of a start-up. But we also have significant stability and capital from being part of the SMBC Group (Sumitomo Mitsui Banking Corporation). SMBC is the second largest bank in Japan and the 12th largest bank in the world with operations in over forty countries. And SMBC is committed to disrupting the US marketplace with ground-breaking products.

　　It is the best of both worlds, and we are seeking proven marketing leaders to propel us towards a national launch. We have both the ambitious growth plans and the 'patient capital' necessary to execute a multi-year plan. Join us on the journey to deliver an exciting concept of evolved banking.

　　SUMMARY:

　　The Data Analyst – Contact Center will support a broad range of reporting functions for the Jenius Bank Operations team, including those related to the Call/Contact Center and customer service workstreams.

　　PRINCIPAL DUTIES AND RESPONSIBILITIES:

　　Oversight and monitoring of Service Level Agreement metrics, Key Performance Indicators and Key Risk Indicators to include ad hoc analysis on KPIs to identify improvement opportunities.

　　Performing call/chat monitoring, quality assurance reviews and data trends analysis

　　Compiling data from various sources for reporting of customer service call/chat volumes and tracking, phone analytics, work-flow case management, agent performance and survey results

　　Ensuring compliance with all operational requirements of the service contract as well as company policies

　　Development, execution, reporting (adherence and deficiencies) and maintenance of Key Risks and Risk Control Self-Assessments to mitigate risks and ensure compliance.

　　Performing periodic system testing of the IVR's and other system functionality

　　Collaboration with internal partners to ensure effective coordination of customer service activities.

　　POSITION SPECIFICATIONS:

　　Bachelor’s degree in related field required, or equivalent combination of education, certification, and experience.

　　Minimum 2+ years of Data Management and Business Analytics Experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.

　　Experience working in Operations and/or reporting environment, with a strong preference for banking or financial services.

　　Knowledge and understanding of audit, regulatory compliance, or risk management is a nice to have.

　　Experience analyzing and documenting workflow, processes, and procedures.

　　Experience working with workflow management tools (Jira, Confluence, Miro)

　　Data analytics experience (Python, SQL) experience required.

　　Data Visualization experience (Looker/Design Studios (preferred) or similar (Power BI, Tableau)) required.

　　Excellent MS Office skills

　　Able to perform comfortably in a fast- paced, deadline-oriented work environment.

　　Familiarity with Program & Project Management tools a plus

　　EOE STATEMENT

　　We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

　　CCPA DISCLOSURE

　　Personal Information Collection Notice: This notice contains information under the California Consumer Privacy Act (CCPA) about the categories of personal information (PI) of California residents that Manufacturers Bank collects and the business or commercial purpose(s) for which the PI may be used. We do not sell PI. More information about our collection and use of PI may be found in our CCPA Privacy Policy at https://www.manufacturersbank.com/CCPA-Privacy. Persons with disabilities may contact our Customer Contact Center toll-free at (877) 560-9812 to request the information in this Notice in an alternative format.