Customer Feedback Analyst – Banking & Compliance

Summary: The Customer Feedback Analyst role involves supporting a major financial services client by analyzing and classifying customer feedback to identify trends and communicate findings to stakeholders. This position requires a blend of data analysis, compliance awareness, and effective communication skills. The analyst will work closely with both onshore and offshore teams to ensure quality standards are met and propose process improvements based on insights gathered. The role is fully remote and requires the ability to work during EST hours.

Key Responsibilities:

• Review and classify large volumes of customer feedback to identify patterns and priority issues
• Build trend reports and present analysis to onshore counterparts and leadership
• Escalate high-priority complaints or regulatory issues through appropriate channels
• Collaborate with cross-functional and offshore teams to meet performance targets
• Maintain documentation and ensure quality standards aligned with CFPB and OCC guidelines
• Propose solutions and process improvements based on feedback insights

Key Skills:

• 3+ years in a customer feedback, VOC (Voice of Customer), QA, or complaints analyst role within banking or financial services
• Strong written and verbal communication — you’ll be presenting trends to business stakeholders regularly
• Proficiency in MS Excel (pivot tables, dashboards, data sorting/filtering) and PowerPoint
• Working knowledge of banking regulations: CFPB, OCC, UDAAP, Reg E
• Ability to work EST hours in a fully remote environment

Salary (Rate): undetermined

City: undetermined

Country: undetermined

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other