Company DescriptionFor more than 70 years, IDB Bank has made it our mission to be the best bank for our clients by putting their needs first, and the success we’ve enjoyed fundamentally comes down to our people. Here at IDB, you’ll work side by side with some of the most talented professionals in the industry who share a strong sense of teamwork and a passion for providing exceptional service down to the smallest detail. We offer a comprehensive benefits package that includes generous paid time off and the ability to participate in our medical coverage and 401(k) plan on your very first day with us. We are also committed to diversity and inclusion, and to providing all of our team members with an equal opportunity to succeed and make meaningful contributions within a work environment that is respectful, welcoming and inclusive.Job DescriptionThe Client Services Business Analyst is tasked with supporting the Client Service Teams and IDB Access Customer Service Team by analyzing customer service day-to-day activities and production workflows including process and procedure documentation, developing training material and metrics that help contribute to the performance and enhancement of the team and client experience.•Analyzes, specifies, validates and identifies trends in production, gaps, areas for improvement, and overall monitoring and defining key performance indicators as per business needs.• Establishes robust partnerships and open communication with the Business, Operations, IT, and Client Service teams to effectively partner to help establish procedures, review methods and process and gaps in day to day business activities, operational handling and client services.• Effectively captures, demonstrates workflows and produces process improvement recommendations including the ability to partner with IT to manage recommendations and change requests on case management tool that also encompasses upgrades that influence productivity, reduce risk, and improve the overall client and employee experience (Assess options for process improvement, including business process modeling)• Serves as a key influencer to help further encourage our banks transformation by organizing meetings with relevant internal parties to inspire uniformity in process and procedures.• Collaborates with project sponsors to determine project scope and vision.• Conducts interviews, assessments, and researches the efficiency of current process and existing requirements to help provide recommendations.• Develops and conducts internal interviews to produce business requirements/procedures and ensures requirements are provided in a clear manner that is comprehensible to developers/project team.• Demonstrates and executes strong project management skills; • Responsible to multi-task by various methods of communication (e.g. online application, phone, chat, in-person, email etc.)• Utilizes problem-solving skills, sound judgement, creativity, and experience to analyze information to successfully resolve tasks and issues. • Effectively handles the timing of communication and response to processing requests, create training job-aides, deliver instructions to service teams on internal processes, schedule and conduct training (related to case management tool etc.), lead bank projects and meetings. • Self Starter that consistently approach their tasks with integrity, accountability, consider client and bank reputational risk, follow compliance guidelines and company policies with a high level of care.• Team player that participates in internal activities, testing and initiatives aimed at enhancing client experience, data integrity, optimizing workflows, case management processes etc.#LI-Hybrid Qualifications5 years of relevant experience in the cash management products and payment industry with strong client service orientation.• Able to simultaneously handle multiple demands and priorities.• Exceptional written and oral communications skills required for both internal and external stakeholders.• Excellent organizational and prioritizing skills with attention to detail.• Attends and engages in scheduled meetings and client trainings promptly and actively.• Candidate must be proactive, enthusiastic, and team oriented.• Ability to remain composed under pressure and to adapt to changing business needs and customer expectations.• Strong computer skills including Excel, Visio, SalesForce, DocuSign, Word and PowerPoint CompensationThe expected annual salary for this position is between $100,000 and $150,000 at the start of employment. A salary offer is determined on an individualized basis, taking into consideration factors such as an individual’s skills and experience. In addition to base salary, our total rewards package also includes eligibility for an annual bonus, medical, pharmacy, dental, and vision plans, life and disability insurance, employee wellness program, retirement and savings plans with employer contributions, generous holiday and paid time off schedules, parental leave, and tuition reimbursement.Additional InformationDisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.All your information will be kept confidential according to EEO guidelines.The Bank will make reasonable accommodations to the following employees to allow them to perform the essential functions of their position, except where doing so would result in undue hardship to the Bank:Those with a known mental or physical disability.Pregnant individuals and/or individuals with pregnancy or childbirth-related medical conditions.Victims of domestic violence, sex offenses or stalking.Employees with religious observance and practice obligations.Any employee who believes he or she needs an accommodation for any of the above reasons should contact their supervisor or a member of Human Resources to request such an accommodation. In each case, the Bank will engage in a good faith written or oral dialogue concerning the individual’s accommodation needs; potential accommodations that may address the individual’s accommodation needs, including alternatives to a requested accommodation; and the difficulties that such potential accommodations may pose for the employer.The Bank retains the ultimate discretion to choose the appropriate reasonable accommodation. Upon reaching a final determination at the conclusion of the cooperative dialogue, the Bank will provide the requesting individual with a written final determination identifying any accommodation granted or denied. In addition, the Bank will maintain any information regarding the employee’s request and status in the strictest confidence, except as requested by the employee, as required on a need-to-know basis or as otherwise required by law.Due to COVID-19, we are now operating on a hybrid schedule. We value the safety of our employees because we’re all in this together.NO AGENCIES PLEASE.IDB BANK, INCLUDING ITS SUBSIDIARIES AND DIVISIONS, PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, NATIONAL ORIGIN, AGE, DISABILITY, GENETIC STATUS, CITIZENSHIP STATUS, MARITAL STATUS, MILITARY OR VETERAN STATUS, CURRENT UNEMPLOYMENT OR ANY OTHER LEGALLY PROTECTED CATEGORY IN ACCORDANCE WITH APPLICABLE FEDERAL, STATE AND LOCAL LAW. NOTHING IN THIS SITE CONSTITUTES A PROMISE OR OFFER OF EMPLOYMENT.