Description

Are you passionate about transforming customer experiences through data-driven insights? Join our Home Lending team and help shape the future of customer service. In this role, you'll analyze customer interactions to uncover opportunities and recommend solutions that make a real difference. Your expertise will help us deliver exceptional service and drive operational excellence. Be part of a team where your analysis leads to meaningful change.

As a Business Analysis Specialist IV in the Targeted Interaction Review team, you provide valuable insights by reviewing and analyzing customer calls and emails. You help us identify opportunities, recommend improvements, and enhance our call and email handling processes. Together, we strive to resolve customer pain points and elevate our service standards. You will collaborate across teams to drive impactful change and support our commitment to excellence.

Job Responsibilities

• Conduct detailed root cause analysis using call listening, complaints, employee feedback, and survey findings
• Evaluate procedural gaps and assess cross-operational impacts to implement effective changes
• Support Customer Operations and business partners in strategizing and executing process improvement initiatives
• Deliver actionable recommendations to improve call and email handling processes
• Gather, structure, and execute quantitative and qualitative analyses
• Create and interpret customer satisfaction survey reports
• Maintain high standards of accuracy and attention to detail in all outputs
• Communicate findings and recommendations clearly to stakeholders
• Manage multiple tasks while meeting departmental service level agreements
• Work within deadlines in a fast-paced environment
• Demonstrate strong problem-solving and relationship management skills

Required Qualifications, Capabilities, and Skills

• Advanced Excel skills
• Experience creating and interpreting customer satisfaction survey reports
• Strong attention to detail and commitment to high-quality output
• Proven analytic skills in both quantitative and qualitative analysis
• Strategic thinking and planning abilities to drive innovation
• Strong written and verbal communication skills
• Ability to work within deadlines in a fast-paced environment
• Effective problem-solving and relationship management skills
• Ability to manage multiple tasks and meet departmental service level agreements

Preferred Qualifications, Capabilities, and Skills

• Knowledge of Home Lending quality, policies, and procedures (Customer Service, Collections, Bankruptcy, KANA, or Escalations)
• Experience as a quality analyst
• Familiarity with policy oversight and controls
• Background in process improvement within financial services
• Experience supporting cross-functional teams
• Understanding of customer operations in a large organization
• Ability to identify and address emerging customer pain points

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About the Team

\n Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.\n
\n
\n
\n
\n
\n For many, owning a home is the ultimate dream and we're here to help customers make responsible choices throughout the home buying process through our online tools and advice. Whether purchasing a first home or vacation home, refinancing an existing loan or tapping into a home equity line of credit, we offer comprehensive services to help homeowners at every stage of their journey.\n