Client Advocacy Analytics Relationship Manager

Client Advocacy Analytics Relationship Manager

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Regular

Language Fluency: English (Required)

Work Shift: 1st shift (United States of America)

The Client Advocacy (CA) Relationship Manager is responsible for collecting, aggregating, reporting, and analyzing client problem data from various sources within expected time frames. Identify, highlight, and communicate client problems to Client Advocacy teammates/leadership and business units for future problem avoidance. The role partners with Business 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 documents business responses to complaint themes and drivers and incorporates those into client complaint reporting. The role serves as a change agent, advising teammates on Truist’s Mission and Values, supporting timely client-centric remediation, risk reduction, and long-term root cause resolution with the establishment of appropriate controls.

Key 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.
• Provide overviews of analysis in reporting formats and frequencies deemed appropriate by management; align analysis efforts with other business and client information.
• Coordinate with analysts to focus analysis, documentation, and reporting for assigned Areas of Focus; provide guidance to analysts on planned changes.
• Oversee reporting/documentation to ensure alignment with business programs and policy & procedure expectations.
• Review department and Business Unit requests for additional and enhanced reporting; capture business requirements and investigate viable options for data collection and documentation.
• Manage and track incoming department requests for client problem resolution and process improvement analysis workload.
• Develop business-approved templates for reporting client problems.
• Provide reporting and analytics support for medium-level to highly complex requests.
• Investigate significant data changes outside tolerable thresholds.

Required Qualifications:

• Bachelor’s degree in a relevant field or equivalent combination of education and work experience.
• Four or more years of analytical experience.
• Working knowledge of spreadsheet and data management reporting tools.
• Intermediate skills in Microsoft Excel and PowerPoint; basic proficiency in other computer software applications.
• 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 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…