Senior Business Analyst | Credit Cards

General Description

• The Senior Business Analyst will be focused on the oversight of the different processes, tasks and functions related to the Chargegard insurance product for credit cards. This position will serve as a single point of contact with multiple resources to monitor, ensure proper handling of related tasks and compliance with regulators instructions.  

Essential Duties and Responsibilities

• Responsible for the current situation assessment of Chargegard processes performed by the supporting groups.
• Design, implement and document the monitoring and oversight processes to ensure compliance of all processes related to Chargegard.
• Complete quarterly certification processes for the customer service groups regarding Chargegard trainings (including new employees) and issues identified.
• Review and approve any changes in instructions and customer guidance related to Chargegard.
• Support request for information or questions from the support groups related to the Chargegard administration.
• Support the investigation of complaints reported through the CRC, with the support of the Division of Financial and Regulatory Compliance ("RFC").
• Analyze the Assurant’s complaints and cancellations reporting to identify patterns, potential issues and process improvements.
• Develop, implement and execute internal reporting to measure key performance indicators and metrics related to the Chargegard portfolio.
• Understand and monitor the files transmission between Popular and Assurant to ensure timeliness and accuracy.  
• Ensure the completion of an annual reconciliation of the Chargegard insurance active accounts in Popular and Assurant records.
• Responsible for reviewing, updating, and approving information related to Chargegard’s administration manual, training, disclosures, forms, customer communications and general guidance.
• Develop the procedures and implement to send customer awareness letters periodically and measure impact of communication.
• Coordinate and execute bi-annually business reviews of the oversight of Chargegard’s key performance metrics, financials and processes.
• Conduct process analysis, identify key areas for improvement and implement improvement plans. 

Supervisory Responsibilities:

This Job has no supervisory responsibilities but in special circumstances may lead the work of others.

Education

• Bachelor or Masters’ degree in Business Administration or Industrial Engineering from a four-year University.

Experience

• At least three years related experience  in business analysis or auditing or risk management, project coordination, and process improvements.

Knowledge, Skills and Abilities:

• Analytical discipline
• Auditing skills
• Risk identification
• Ability to multitask and prioritize
• Ability to work independently, representing the Credit Cards Division
• Decision making capacity
• Excellent written and verbal communication skills
• Project management and leadership skills

Certifications / Licenses (Nice to have)

Values

Additional Requirements

The information provided here is only a general guide as to the nature of the position and does not constitute an exact description of the goals, tasks, duties and responsibilities of the position. The specific details of each position are described in the employee’s performance evaluation.