Analyst, Retail Channels (Data Analyst)

The Analyst, Retail Channels (Data Analyst) gather information related to customers issues, inquiries, services and touch points from many data sources and analyze to create reports and make recommendations and/or raise alerts based on trends and patterns to enhance our customers’ experience. Position works on hybrid mode, based in San Juan, PR.

MAJOR DUTIES & RESPONSIBILITIES:

• Interpret data, analyze results using statistical techniques and provide ongoing reports.
• Develop reporter and dashboards to provide visibility of key performance indicators impacting customers experience and compliance with SLAs. 
• Develop and implement databases, data collection systems, data analytics and other strategies that optimize statistical efficiency and quality.
• Acquire data from primary or secondary data sources. 
• Identify, analyze, and interpret trends or patterns in data sets.
• Filter and “clean” data.
• Work with management to prioritize business and information needs.
• Locate and define new process improvement opportunities.
• Monitor performance indicators patterns and trends.
• Follow up on compliance with Service level agreements and first contact resolution based on data review.
• Provide service levels insight and advocates for improvements.
• Other duties maybe assigned.

EDUCATION AND EXPERIENCE:

• Bachelor's degree in Project Management, Engineering, Project Management or related field required.
• Three (3) years of experience in a data analyst or similar position required.  Experience in a financial services company is highly desirable.
• Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
• Fully Bilingual – English and Spanish (written and verbal) required.
• Proficiency in MS Office (Word, Excel, Outlook) and other business applications required.  Knowledge in Power BI, SQL and other reporting systems are highly desirable.
• Demonstrated ability to analyze problems/issues, gather data and information, evaluate and recommend alternative solutions.
• Excellent communication skills and the ability to work collaboratively and effectively with diverse staff, colleagues, and clients.

WORK AUTHORIZATION & ELEGIBILITY:

• Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
• Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

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