Reporting Analyst - Enterprise Customer Complaints and Assurance

at  US Bank National Association

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

JOB DESCRIPTION

Enterprise Customer Complaints and Assurance is seeking a highly skilled and analytical Reporting Analyst to join our Global Reporting team. The successful candidate will be responsible for generating periodic reports, analyzing trends, identifying root causes, and providing valuable insights into customer behavior and analytics. We are seeking an individual with experience in Excel for reporting/analytics and visualization experience in Power BI/Tableau. This role will directly support the head of Reporting and Intelligence in delivering accurate and timely reports to drive strategic decision-making. If you are a self-motivated, analytically minded individual with a passion for turning data into actionable insights, we would love to hear from you. Join our team and help drive the success of ECCA’s Global Reporting team!

PREFERRED EXPERIENCE:

• Bachelor’s degree in Business Administration, Finance, Statistics, or a related field; advanced degree is a plus
• Minimum of 3-5 years of experience in a reporting or analytics role, preferably within the financial services industry
• Very good knowledge of Microsoft Packages (Word, Excel, PowerPoint, and Access) and Microsoft Power Platform (SharePoint, Power Apps, and Power Automate)
• Strong analytical and problem-solving skills, with the ability to interpret complex data sets and draw meaningful conclusions.
• Proficiency in SQL, Excel, and data visualization tools such as Power BI or Tableau
• Excellent written and verbal communication skills, with the ability to present findings and recommendations to senior management.
• Detail-oriented and highly organized, with the ability to manage multiple priorities and meet tight deadlines.
• Collaborative mindset and ability to work effectively with cross-functional teams.
• Knowledge of customer complaint management processes and regulatory requirements is a plus.
• Continuous learner with a passion for staying updated on industry trends and best practices.

BASIC QUALIFICATIONS

• High school diploma or equivalent
• Three to five years of related experience
• Minimum 18 months of customer service experience
  If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

RESPONSIBILITIES:

• Collect, analyze, and interpret complex data from various sources to identify trends, patterns, and root causes related to customer complaints.
• Generate periodic reports, including daily, weekly, monthly, and ad-hoc reports, to provide key stakeholders with actionable insights.
• Collaborate with cross-functional teams to gather data, validate findings, and ensure the accuracy and integrity of reports.
• Develop and maintain dashboards, scorecards, and other visual representations of key metrics to facilitate easy understanding of complaint trends and performance.
• Conduct in-depth analysis of customer behavior and provide recommendations to improve customer experience and reduce complaint volume.
• Monitor and analyze the effectiveness of complaint resolution processes and suggest improvements to enhance efficiency and customer satisfaction.
• Stay up-to-date with industry best practices, regulatory requirements, and emerging trends in complaint management and reporting.
• Assist in the development and implementation of new reporting tools, methodologies, and processes to enhance the department’s reporting capabilities.
  The role offers a hybrid/flexible schedule, which means there’s an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days at one of the following locations:

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That’s why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by la