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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

This candidate’s role is a position to advocate for process improvements and operational enhancements that impact the internal and external customer by identifying to the root cause of issues impacting Truist today.

Act as an individual contributor on a team that often acts as an inhouse data consultant providing data driven insights across the enterprise, working independently and in joint collaboration conducting call listening analysis to help drive process improvement within the Retail Analytics and Business Performance group. Using an interdisciplinary approach of leveraging Speech Analytics Software with various analytical, customer journey techniques, and collaborating with the Line of Business (LOB) to produce analytic insights that help the business make informed, data-driven decisions with an objective of driving quantifiable, optimized business results in support of company goals. Partner with Speech Manager and Supported Partners to build, refine and execute queries in Speech Analytics Tool.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Develop ad-hoc and advanced analytical insights to drive business value, utilizing speech analytics solution Extract, interpret, analyze, validate, and integrate data using internal and external appended data sources to develop intelligence that draws conclusions and supports business goals.

• Partner on target initiatives as assigned; work independently leveraging qualitative analysis techniques through call listening and discovery.

• Monitor, summarize and inform leadership about internal processes and trends that impact the organization’s customers and employees, produce actionable information to understand processes and trends that impact customers and employees.

• Foster communication and partnership across multiple levels of the organization including engagement with mid-level managers. Maximize relationships and build trust with partners while supporting efforts aligned to LOB and company goals.

• Pursue business outcomes valued through increased revenue and/or efficiency leveraging data-driven insights powered by analytics in support of enhanced decision-making. Focus on continuous improvement in decision science delivery and outcomes in pursuit of business optimization.

• Tell the Customer Story through a series of call clips, power point and other visual tools.

• Champion the use of tools to solve business challenges and deliver solutions that are timely, accurate, and repeatable. Exercise sound judgment, risk management, and foster a client centric culture throughout design, development, and deployment practices.

• Be comfortable presenting insights to senior leaders throughout Truist.

QUALIFICATIONS

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in Computer Science, Business, Mathematics, or Information Technology-related field, or equivalent education and related training

• Two to five years of experience in analysis

• Analytical and creative problem solving skills - ability to generate actionable insight and recommendations from complex analytics and large datasets

• Good verbal and written communication skills

• Ability to work independently or as a member of a team

• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

• Ability to travel, occasionally overnight

• Experience with Speech Analytics Tools. Like Nexidia or AWS Contact Lens

Preferred Qualifications:

• Previous experience in the banking industry

• Previous experience with Digital (Zelle, BillPay, Digital Wallet, Truist Online Banking App)

• Previous experience working in Fraud. Deposits, or Payments

• Understanding and implementation experience with Speech Analytics Tools and query building.

• Experience with SAS, Python, or SQL

OTHER JOB REQUIREMENTS / WORKING CONDITIONS

Visual / Audio / Speaking

• Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.

Manual Dexterity / Keyboarding

• Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.

Availability

• Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site (https://benefits.truist.com/)

. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.

EEO is the Law (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf)

Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf)

E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf)