Business Analyst - Customer Service Center (Washington State)
Heritage Bank has an exciting opportunity to join our organization! Heritage Bank is seeking a Business Analyst to support our Customer Service Center. The Business Analyst is responsible for managing the lifecycle for Customer Service Center systems, which includes release management, planning, testing and deployment of updates or new systems, and is the department's liaison between technology, operations, and various business units to lead and facilitate the creation and specification of business requirements regarding banking business solutions and/or enhancements to existing business processes and solutions. May provide direction, training and guidance to assigned project team members. This position is Full Time; typical schedule is Monday – Friday8:00 a.m. to 5:00 p.m.Flexibility is required to ensure adequate staffing for training or employee absences. This position is fully onsite in Burlington, Washington. Base Salary Range: $80,168.40 -$94,742.00 - $113,684.00 annual The Role at a Glance: Provides consultative assistance to assigned business units to streamline processes as it relates to the efficient use of customer service center systems. Conducts analysis and documents business unit needs, objectives and requirements; performing gap analysis between current and desired processes and systems, root cause analysis, defining project scope, coordinating cost/benefit analysis, and ensuring the appropriate areas in IT are involved. Cultivates strong relationships with internal customer base, vendors, and other internal technical support to provide strong project management services. Works cross-functionally with end users and technical teams to collect, evaluate and compress data and information from multiple sources, resolve conflicts and differentiate between actual and required user needs. Creates user interface configurations and other technical artifacts to assist with defining and delivering customer software solutions. Leads the development of test-scripts. Champions and lead the adoption and implementation of Agile or other agreed upon software development lifecycle methodologies. Facilitates cross-functional team meetings to develop and implement business solutions and optimize operations, conducts impact analysis of new products, systems, upgrades and changes for department/functional areas, and evaluates systems and business processes for feasibility. Plans and drives product definitions, develop road maps for projects assigned, and define release priorities, product improvements and enhancements; ensures new or modified processes and systems meet project objectives and business requirements. Tracks and fully documents changes for functional and business specifications; develops, writes, updates and maintains system protocols, internal controls and detailed universally understood standard operating procedures for end user reference and training use. Proactively participates in user acceptance testing projects. Develop testing scenarios and scripts, identify and document functional test cases, write and execute test scripts for all upgrades or conversions. Functions as project team leader or participates as a business unit lead, project team member or digital services subject matter expert during core banking conversions. Maintains professional and technical knowledge through educational workshops, reviewing professional publications, and networking and participation in professional organizations. Core Skills and Qualifications: High School Diploma or equivalent required. Bachelor's Degree in computer science, business management, or equivalent preferred. 3 years recent experience in a business systems analyst role or financial services industry functional business area (i.e., loan or deposit operations, IT, finance systems or applications, or business process re-engineering) required. Working knowledge of banking business processes, core processing systems, and participating in or leading projects for technical and business solutions required. Certified Project Management Professional (PMP)-PMI, Certified Business Analyst Professional (CBAP), or Certified Competency in Business Analysis (CCBA) preferred. Equivalent combination of education, experience, and training may be considered. Excellent communication/ interpersonal skills and customer service orientation combined with ability to communicate effectively across business lines at all levels. Strong research, time management, and organizational skills to manage multiple projects and meet concurrent deadlines. Strong technical, problem-solving, and analytical reasoning skills to understand end user's requirements and transform into operational application and technical alternatives. Extensive experience developing and implementing cross-organizational business process flows, creating test plans and scripts to document complex business processes. Strong knowledge of business processes and experience leading application development efforts. Expert knowledge of Agile or similar software development lifecycle methodology. Proficient in writing SQL or using spreadsheets to facilitate data extraction for purposes of data analysis, data mapping and other similar activities. Thoroughly understands and applies principles, operating procedures, regulatory requirements, and policies related to assigned area, and strong working knowledge and understanding of the Bank’s policies, procedures, products, and services of assigned business unit, i.e., deposits, loans, etc. Strong working knowledge of both theoretical and practical aspects of project management. Unquestionable integrity in handling sensitive and confidential information required. Proficient PC experience using MS Office products (Word, Excel, Outlook, Power Point, Project); working knowledge and experience in financial industry core processing systems (DNA) – required; and ability to learn and adapt to new technologies quickly. Working Environment/Conditions: Climate controlled office environment. Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent employee and customer contacts and interruptions during the day. Work requires regular attendance, punctuality and adherence to agreed-upon schedule(s) with willingness to work a flexible and/or rotating schedule, Saturday’s and/or extended hours, as needed. Physical Demands/Effort: Work may involve the constant use of computer screens, reading of reports, and sitting throughout the day. Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner and facsimile which often requires dexterity of hands and fingers with repetitive wrist and hand motion. Typically sitting at a desk or table; intermittently standing, stooping, bending at the waist, kneeling or crouching to file materials. Occasional lifting 15 - 20 lbs. (e.g., files, boxes, equipment) At Heritage Bank, we work hard, but we also know how important it is to take time off to stay healthy, relax, and spend time doing what makes your heart happy! As part of our team you’ll enjoy a total rewards package, which includes base salary based on the role, experience, and skill set, along with an exceptional benefits package (medical, dental, vision, life insurance, 401(k), community volunteer time), and generous time off policy. Full-time team members receive a minimum of 10 paid vacation days annually* and eight hours of paid sick leave per month*, while also enjoying 11 paid holidays each calendar year, and an annual float day. Heritage Bank is an Equal Opportunity Employer Salary Range Disclaimer The base salary range represents Heritage Bank’s current salary range for the position. Actual salaries will vary depending on factors including, but not limited to, qualifications, experience, and job performance. The range listed is just one component of Heritage Bank’s total compensation package for full time and part time employees. Depending on position, other total compensation rewards may include, monthly, quarterly or annual incentive, and/or bonuses. Keywords: BankingCallCenter, CustomerServiceRepresentative, CustomerSupport, BankingCustomerService telephonebanker *mon
