Webster Bank

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Associate C3 Support Analyst

at Webster Bank

Posted: 8/10/2018
Job Reference #: 5000387236306
Keywords:

Job Description

18-1593
40
200 Executive Blvd South-HF433
Southington
Connecticut

If you're looking for a meaningful career, you'll find it here at Webster. Founded in 1935 by Harold Webster Smith, our focus has always been to put people first--doing whatever we can to help individuals, families and businesses achieve their financial goals. And while we've grown into a leading commercial bank, we remain passionate about serving our customers, supporting our communities, and making a difference in people's lives. We can make a difference in your life, too. By empowering you to build the meaningful career you've been looking for.

Responsibility, respect, trust, teamwork and citizenship are the values on which Webster was founded. Together we call them The Webster Way, and they are what set us apart as a bank and an employer. Guided by these values, we put people first - working hard to live up to our customers, and each other, every day.

Position Summary
 
The Associate Support Analyst is an entry level position in the Customer Care Center (C3). The Associate Analyst is responsible for supporting the C3 Sales teams, as well as the C3 Sales and Service teams through the use of production reporting, campaign & lead administration, analytics, as well as other duties as assigned. Additionally, the incumbent acts as the bridge between the management teams and the reporting and analytics groups. This role is responsible for internal campaigns and production reporting within the C3 includes quality control and administration of those responsibilities. The role will be integral in helping Webster achieve sales and profitability objectives and supporting the C3 as we focus to Optimize Community Banking.
 
MAJOR DUTIES & RESPONSIBILITES
  1. MUST HAVE STRONG EXCEL SKILLS, as this position has a great deal of report building responsibility.
  2. Develop and deliver scheduled reporting via Excel, SalesForce (or other systems as required) for the C3 relating to sales, staffing, and production
  3. Manage calling campaigns for the Lending Sales team, Business Sales team, and Sales & Service team via SalesForce, the automated calling system, & partnering with various back office departments
  4. Manage sales lead administration for the C3 via SalesForce
  5. Create SalesForce dashboards and reporting via Excel (or other systems as required) for internal customers on an ad-hoc basis.
  6. Work with management to combine operational and analytical data from various systems that will allow us to review past production activity for patterns
  7. Define, understand, and recommend changes to existing C3 reporting standardsImprove C3 reporting through automation and efficiency
    1. Aligned with the current business needs and direction
  8. Improve C3 reporting through automation and efficiency
  9. Collaborate with different departments inside and outside the C3 for continuous learning & improvement
    1. New & advanced features for reporting systems
    2. Data analytics
    3. Sales support -- Campaigns, surges, historic production, etc.
  10. Identify process gaps and translate them into improvement opportunities
    1. Perform root cause analysis as a means of addressing data issues, cost savings, risk avoidance, productivity improvements, or revenue-generating business benefits
    2. Escalate to others in the organization as needed to drive change
EDUCATION, EXPERIENCE & SKILLS
  • Education
    • High School Diploma
    • BA or BS preferred
  • Experience
    • 1-3 years of related experience required:
      • Financial services, Retail banking, Call Center, Retail Sales
    • Proficient with Microsoft Office Suite (Excel, Word, Access, Publisher)
      • Excel proficiency required -- including advanced formulas, look-ups, and formatting
    • SalesForce
      • Dashboards, Reporting, Case Management, Lead Management
      • Preferred but not required
    • Reporting, campaigns, and data analytics
      • Preferred but not required
  • Skills
    • Strong written & verbal communicator
    • Ability to prioritize efficiently, execute quickly, and produce accurate work
      • Adaptable & flexible in a fast paced environment; could be faced with prioritization changes, interruptions, and/or unexpected events
      • Deliver quality results while demonstrating accuracy and thoroughness
    • Strong strategic thinking and problem solving skills
      • Demonstrate ability to identify issues and/or opportunities
      • Appropriately frame feedback and/or questions about incoming requests
      • Suggest design options and user experience recommendations based on experiences with prior requests and best practices for report design
    • Motivated and takes initiative to meet and exceed goals & deadlines
    • Takes responsibility for personal & team development
      • Seek training and development where opportunities exist
      • Suggest efficient & effective enhancements to existing policies and procedures
      • Continuously build knowledge and skillset and ability to share said expertise with others within the team
  • Physical Demands and/or Working Conditions
    • Typical office environment; job performed at desk
    • Normal working conditions
    • Work processed individually with support from team toward common goals
 *LI-CL1

Application Instructions

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