Chase Auto is a leading provider of auto financing with a portfolio of more than $80 billion in assets and relationships with 75% of U.S. franchised automotive dealers. The business is part of the JPMorgan Chase franchise and serves auto dealers, consumers, and vehicle manufacturers. It offers a range of products and services to meet the financial needs of its clients from retail lending, captive financing, and floorplan products to cash management, private banking, and payment processing.
As a Business Analysis Associate II in auto finance, your focus will be creating seamless experiences and interactions that bridge various domains and stakeholders, preventing operational disruptions and enhancing the overall customer experience. A successful candidate will embrace a customer-centric view of the Auto Lending business to help successful improve satisfaction and loyalty and mitigate pain points.
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Job responsibilities
- Gather and analyze customer data from various sources (e.g., surveys, complaints, transaction data) to identify trends, pain points, and opportunities for improvement
- Develop and maintain customer journey maps and process maps to visualize the end-to-end customer experience and identify key touch points and interactions that impact satisfaction and loyalty
- Create detailed reports to communicate findings to stakeholders and present data-driven recommendations to improve customer experience and business processes
- Develop and maintain positive and effective working relationships with peers and business partners in order to understand business objectives and strategy
- Analyze existing business processes to identify areas for improvement, and recommend process changes or enhancements to improve customer experience and operational efficiency
- Collect and analyze customer feedback through surveys, call listening, employee interviews, and other methods, and use feedback to inform and refine customer experience strategies
- Contribute to defining and tracking key performance indicators related to customer experience, and use metrics to measure the success of customer experience initiatives and identify areas for continuous improvement
- Excellent written and verbal communication skills with ability to fluidly interact with senior leaders, key stakeholders, and peers
- Able to successfully identify changing priorities based on risk factors and changes in trends
- Project management skills to manage multiple efforts simultaneously
Required qualifications, capabilities and skills
- Bachelor's degree
- Demonstrated passion for understand and meeting customer needs
- 2+ years' experience working in a Business Analyst capacity, customer experience strategy, continuous process improvement, banking operations leadership, military leadership or other relevant experience.
- Strong analytical skills with the ability to interpret data and generate insights.
Preferred qualifications, capabilities and skills
- Advanced degree
- Auto Lending experience
- Experience with tools such as Tableau, Alteryx, and SQL
ABOUT US
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
Equal Opportunity Employer/Disability/Veterans
ABOUT THE TEAM
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.
When it comes to buying a vehicle or refinancing an existing car loan, many customers turn to Chase to help. Our auto lending services are constantly evolving and incorporating the latest technology to help match car buyers with dealers, provide competitive financing options and ease loan management.