Understanding the Role of a Senior Business Analyst in Bank Customer Resiliency
Have you ever pondered over scenarios that occur when a bank customer overdraws their checking account? In such instances, the account enters an overdraft status, and the Bank Customer Resiliency (BCR) team comes into play. Their role is to manage the risk and enhance the customer experience during such sensitive times. The BCR Strategy and Analytics team is responsible for optimizing the credit program and directing the strategic intent for collections and recoveries across all retail bank portfolios. This includes consumer deposit overdraft, SBB deposit overdraft, and SBB lending. The team plays an instrumental role in reducing losses for the bank and ensuring customers retain their accounts.
The Dual Role of a BCR Senior Business Analyst
A Senior Business Analyst in the BCR Strategy and Analytics team holds a unique credit role that offers the best of both worlds. They combine deep expertise in credit analysis with broad generalist business analyst skills. As a core member of the team, they are at the forefront of credit strategy and execution, influencing the customer experience, shaping collections and recoveries strategy, and driving significant impact on vertical P&Ls of BCR strategies.
Key Responsibilities of a Senior Business Analyst in BCR
As a Senior Business Analyst on the BCR Strategy and Analytics team, you would have several key responsibilities:
- Analyze Key Credit Metrics: You would own the analysis of trends in critical credit metrics, identifying insights and proactively recommending strategy or operational changes to address any concerning patterns.
- Drive Strategic Projects: You would take ownership of high-impact strategic projects from conception to execution. These include developing business cases for launching digital communication channels, identifying levers to reduce customer complaints, driving operational efficiencies for execution of strategies, and collaborating with product and technology teams to modernize tools and processes.
- Collaborate and Lead: You would regularly collaborate and lead discussions with diverse teams across the bank, including Product, Technology, Operations, and upstream Business Analyst teams.
- Present to Senior Leadership: You would gain significant exposure by presenting your insights and project updates to senior leaders, up to the MVP level, on at least a monthly basis.
- Gain Broad Exposure: You would develop a general understanding of Retail Bank, collaborating with teams focused on Small Business Lending Strategy, Deposit Overdraft Strategy, Account Opening Eligibility, Operations and Marketing.
General Responsibilities
In addition to these specific roles, a Senior Business Analyst would also have some general responsibilities:
- Analysis: They would identify business challenges and opportunities for improvement and solve for them using analysis to make strategic or tactical recommendations.
- Partnership: They would work closely with colleagues across Capital One including: IT, Sales, Operations, Finance and others to drive improvement in quality, volume, service, and profitability.
- Strategic & analytic orientation: They should have a proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation, given that a large part of the business is based on rigorous analytic marketing & credit risk management.
- Strong business judgment, leadership and integrity: They should be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible approach to business.
- Strong communication skills: They should have impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills.
Qualifications Needed
The basic qualifications needed for this role include a Bachelor’s Degree in any quantitative field and at least 1 year of experience in analysis. However, preferred qualifications include a Master’s Degree in Business or a quantitative field, 1+ years of experience in Statistical model building, market research, SQL querying, business analysis and consulting.
Capital One is an equal opportunity employer committed to non-discrimination in compliance with applicable federal, state, and local laws. They promote a drug-free workplace and consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries.
For more information on this position, please refer to “Here“.
