Client Advocacy Analytics Relationship Manager

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** Regular or Temporary:*
* Regular

** Language Fluency:
** English (Required)

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* Work Shift:

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* 1st shift (United States of America)

** Please review the following job description:*
* 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. To aid in this effort, the Relationship Manager will be responsible for partnering with other Businses 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 will be responsible for documenting the business responses to complaint themes and drivers and incorporating those into client complaint reporting.

The teammate will represent the Client Advocacy team as a change agent when necessary.  This may include, when appropriate, advising teammates of the larger mission of Truist's Mission and Values and support efforts to include timely Client centric remediation, risk reduction and long term root cause resolution with the establishment of appropriate controls.

Teammates will maintain a concentrated effort and expertise in several functional areas and must be versed in related impacts for assigned Business Units. The teammate will remain familiar with standard concepts, practices, procedures and systems within the assigned functional areas to identify related processes which differ in such a manner to cause the client's experience to be inconsistent or less than satisfactory.

Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time

1. 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 to remain familiar with standard concepts and best practices, current procedures and systems including planned changes/modifications, emerging client and business risks, and opportunities to expand client problem collection, aggregation and reporting.

2. Provide overviews of analysis in reporting format and frequency deemed appropriate by management. Align analysis efforts with other business and client information, where available, such as revenue/cost benefit analysis, Voice of Client data, client segmentation, and industry standards.

3. Coordinate with appropriate analysts to focus of analysis, documentation and reporting for assigned Areas of Focus.  Collect and provide guidance to analysts on planned changes based on business requests and historical findings.

4. Provide oversight of reporting/documentation to ensure alignment with the business program and Policy & Procedure expectations.

5. Review department and Business Unit requests for additional and enhanced reporting; obtain additional information from requestor, as needed.  Manage through completion or assign to appropriate team resource. As part of the follow-through of requested analysis, the teammate will be responsible for capturing the business requirements from the submitter, investigating all viable options to gather the data, and documenting the process used for analysis for future reference.

6. Manage and track incoming department requests for client problem resolution and process improvement analysis workload.

a. Capture the business requirements from the submitter, investigating all viable options to gather the data, and documenting the process used for analysis for future reference.

b. Develop business approved templates for reporting client problems. Provide overview of analysis in reporting format and frequency deemed appropriate by management.

7. Provide reporting and analytics support for medium level to highly complex department and Client Advocacy related requests where the business unit is not resourced to complete.

8. Independently investigate significant data changes which are outside…