Sr Analyst

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups. Across the globe, we’re 150,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.

Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

EDUCATION   Degree in communications, business, or equivalent work experience equally preferable  CERTIFICATION   WORK EXPERIENCE  ⦁ Demonstrable experience in Call Center, Client Service, Client Experience, Client Success, or Client Relations related roles within a financial services or other highly regulated environment  ⦁ Working knowledge of financial products and compliance regulations  ⦁ Proven experience guiding and influencing clients and stakeholders  FUNCTIONAL SKILLS  ⦁ Solid experience with Call Center technologies (Avaya, Cisco), vendor tools (Salesforce), and applications  ⦁ Skilled in the implementation of successful contact center services solutions in the financial sector  ⦁ Working knowledge of Quality Assurance and Privacy practices, rules, and regulations (CCPA, CPRA), preferred  ⦁ Strong background in client experience, service, and the overall client journey/lifecycle; proven ability to effectively translate that passion into action  ⦁ Familiar with call center and client service metrics  ⦁ Strong sense of urgency and attention to detail  ⦁ Fully proficient with Microsoft Office applications, including (but not limited to) Word, Excel, and PowerPoint  ⦁ Demonstrated project and program management experience in a client-oriented financial services setting  ⦁ Outstanding verbal and written communication skills  ⦁ Superior client service skills, including a client-first approach and mindset  FOUNDATIONAL SKILLS  ⦁ Communicates effectively  ⦁ Identifies multiple paths to success using analytical and critical thinking as well as decision-making skills  ⦁ Exercises sound judgement, prioritizes effectively, and strives for continuous improvement  ⦁ Effectively collaborates with colleagues  ⦁ Leverages available technology to drive efficiency and results  ⦁ Understands and applies industry trends and best practices  ⦁ Exhibits optimism, resilience, flexibility, and openness to others' ideas  ⦁ Values learning as a lifelong professional objective   ⦁ Engages inclusively and with intent  ⦁ Always acts with integrity  ⦁ Ability to break down complex topics to make them easier to understand and apply  ⦁ Regarded as a change agent ­­­­­ ⦁ Thrives in a team environment   ⦁ Is confident engaging and building relationships with various stakeholders  RESPONSIBILITIES  ⦁ Contribute to the design, development, delivery, and effectiveness of contact center services  ⦁ Accountable for delivering on aspects of response and resolution strategy with limited guidance and minimal supervision  ⦁ Conduct accurate research and analysis, drawing conclusions and recommendations to support responses to inquiries of varying complexity  ⦁ Develop contact center risk & control reports on a daily/weekly/monthly basis  ⦁ Ensure calls and inquiries are completed or referred to appropriate parties in a timely manner  ⦁ Manage issues independently, developing solutions and resolving issues as required  ⦁ Maintain service quality goals, adhere to call center policies and procedures, and continually seek ways to improve client satisfaction results  ⦁ Develop and deliver client service-related metrics and key points of interest; such as volume, average handling time, inquiry types, forecasts, and projections  ⦁ Participate in or lead project teams to assist in the creation and development of relevant programs or initiatives  ⦁ Develop and manage stakeholder/client relationships  ⦁ Partner with relevant compliance, regulatory, and other functions as appropriate  ⦁ Identify insights and trends  ⦁ Continually seek ways to optimize and implement process improvements  ⦁ Support and drive project management efforts  ⦁ Assist with capacity and resource planning  ⦁ Identify and analyze data including frequently asked questions, patterns in metrics, and other data to continually drive positive change and client experience  ⦁ Enthusiastic and energetic leader will continually improve upon the level of client service, ongoing innovation, technology enhancements, and be a client empathy and experience influencer across the organization  ⦁ Collaborate with training resources to provide training on improved processes

Mitsubishi UFJ Financial Group (MUFG) is an equal opportunity employer. We view our employees as our key assets as they are fundamental to our long-term growth and success. MUFG is committed to hiring based on merit and organsational fit, regardless of race, religion or gender.