Our Client is seeking a Business Analyst I to join the Bank Marketing Governance team supporting a highly regulated banking environment. Summary: This role is responsible for executing operational controls, investigating member complaints, validating business processes, documenting procedures, supporting internal control testing, and partnering with cross-functional stakeholders to identify and resolve operational issues. This is not a traditional IT Business Analyst position.

Operational Controls (Approximately 70%):

• Execute daily, weekly, and monthly operational controls across multiple banking product lines
• Review Tableau reports to identify exceptions and anomalies
• Investigate control failures by validating data against multiple source systems
• Perform detailed root cause analysis to determine why exceptions occurred
• Document findings and provide recommendations for corrective actions
• Collect screenshots, supporting documentation, and evidence for audit purposes
• Track issues through resolution and maintain detailed documentation
• Lead meetings with business stakeholders to review findings and discuss corrective actions
• Support continuous improvement efforts by identifying process gaps and operational risks

mComplaint Management (Approximately 30%):

• Review member complaint transcripts across multiple banking products.
• Research account activity and supporting documentation.
• Prepare concise investigative summaries and findings.
• Escalate legitimate issues to appropriate business partners.
• Maintain documentation supporting complaint reviews for audit and regulatory purposes.

Investigate complaints to determine whether they resulted from:

• Process failures
• System issues
• Operational errors
• Customer misunderstanding