Associate Business Analyst

JOB SUMMARY

We are seeking a skilled and detail-oriented Associate Business Analyst to join our team. The Associate Business Analyst will work closely with the Director of Product Innovation and Marketing to analyze business processes and problems, identify areas for improvement, and develop strategies to enhance efficiency and productivity.

Daily responsibilities include performing a variety of research, analyzing data, developing training and documentation, assisting with product development and marketing, and providing technical support in areas that require a deeper understanding of our products and services.

The ideal candidate will possess strong analytical skills, excellent communication abilities, and the ability to adapt to

changing environments and priorities.

KEY RESPONSIBILITIES

Research and Data Analysis - Gather and examine information from various sources to identify trends, patterns, and insights that inform business decisions. This includes:

• Compile, analyze and interpret product and service data (client feedback, campaign effectiveness, website analytics, product use and effectiveness) and share with various stakeholders.
• Assist with research on the market, competitors and user needs.
• Compile and analyze data to determine if a project is progressing on schedule and within designate resource constraints (time, quality, budget, etc.).

Training and Documentation - Create product training materials and detailed documentation of business requirements, processes, and solutions. This includes:

• Create user support and training documentation for internal and external users of our products and services (ControlCenter, Borrower Connect, WhichWay, Enrollment Outreach, Debt Letters, etc.).
• Build and lead training for internal admins and external users of Borrower Connect.
• Create user support and training documentation for internal users of SaaS tools that are used to promote, develop and support our products and services (Meta, Salesforce).
• Develop and document business process and recommend strategies for improvement.

Product Development – Help product team create and improve products or services that meet the needs of the markets we serve. This includes:

• Serve as the company’s leading product and service Subject Matter Expert and represent the voice of the customer.
• Monitor and report on users’ reactions to products and suggest product enhancements to improve user experience.
• Conduct user acceptance testing (UAT) of all system updates to validate that business solutions meet client requirements. Also assist in development testing (pre-UAT), as needed.

Continuous Improvement - Identify opportunities for process improvements and contribute to ongoing optimization efforts. This includes:

• Work with other departments to implement technical and process solutions and ensure they align with business needs and objectives.
• Participate in testing and validating new internal systems and processes to meet business requirements.

Additional Support Responsibilities

• Implementation Support - Provision our products and services for client success by performing key technical set up and configuration tasks. Tasks may be reassigned once processes are defined, documented and training is available for other resources.
• Product Support - Research and resolve more complex issues reported by users and clients that require in depth product and service knowledge.
• Communications Support - Configure and execute digital communication campaigns to primary and secondary target audiences.
• Requirements Gathering - Help the client-facing team manage BCR requests by collaborating with stakeholders to understand their needs and gather detailed business requirements.
• Stakeholder Communication - Communicate findings, recommendations, and project updates to stakeholders and executives.

QUALIFICATIONS

• Strong organizational skills with attention to detail and accuracy.
• Strong analytical skills with the ability to interpret complex data and develop actionable insights.
• Proficiency in Microsoft Excel and PowerPoint, as well as other data analysis tools and techniques.
• Flexibility and a proactive attitude towards problem-solving and continuous improvement.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Experience with business process development and documentation tools.