Complaints Insights Analyst at Wilmington Savings Fund Society

Job Description

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it’s our mission and our purpose.

The Complaints Insights Analyst will analyze, monitor, and report on Customer complaints data to identify trends, root causes and opportunities for process improvements. The incumbent will collaborate with cross-functional teams to inform on key complaint metrics and trends aimed at reducing complaints and will monitor and track action taken. In addition, the incumbent will utilize data analytics and reporting tools to deliver accurate and actionable insights and reports to all levels of management and regulatory agencies. They will support the complaints reporting tools and platforms to promote data quality and access levels.

Job Responsibilities:

• Collect and analyze complaints data from various sources.
• Publish insights in clear, consumable packages.
• Develop, maintain, and publish regular reports and dashboards on complaint volumes, trends, resolution times, KPIs, and key insights to inform internal business partners, Executive Management, Committees, and Regulators.
• Provide a deep-dive analysis on specific complaint categories, Customer segments or products to support decision making and CX business requests.
• Ensure compliance with industry regulations by tracking and reporting on regulatory complaint metrics.
• Work with the Complaints Program Manager to support internal and external audits by providing relevant complaints data and documentation.
• Assist in the creation of regulatory reports as needed.
• Identify opportunities to enhance reporting capabilities and process to increase efficiency and more self-serve capabilities for line of business oversight.
• Improve reporting methodologies to provide insightful and timely data analysis.
• Collaborate w/ IT teams to enhance data collection and management systems.
• Support access levels oversight and data quality of complaint reporting tools and platforms.
• Support the CX Business Intelligence team on the bank’s voice of the customer reporting and research initiatives.
• Articulate complex or technical information, observations, and recommendations in a clear, creative, and digestible way to cross functional audiences including business lines and leaders.
• Lead or participate in meetings and committees to discuss and provide complaint trends and areas for improvements.
• Partner w/ business units to establish monitoring and metrics aligned with divisional and organization goals.

Minimum Qualifications:

• Bachelor’s degree in business, Data Science, Statistics, or related fields.
• 5+ years in reporting, data analysis or related field
• Preferred 2+ years focusing on customer complaints or customer experience data.
• Must have proven experience in delivering insights that lead to measurable business improvements.
• Must have experience with regulatory compliance reporting.
• Must have banking knowledge and understanding of regulatory expectations
• Must have strong proficiency in data analysis tools and software (e.g. Excel, PowerBI, Tableau).
• Must have knowledge of data visualization and reporting tools.
• Must have analytical, problem-solving, and critical thinking skills.
• Must have the ability to work independently and in a team environment, managing multiple projects simultaneously.
• Must possess close attention to detail and accuracy.
• Must have the ability to interpret and analyze data.
• Must have advanced knowledge of Microsoft Office including Word, Power Point, Sway, Teams and Forms.
• Must have effective and professional written and verbal communication and presentation skills .
• Must have exceptional follow-up and influence management skills, and the ability to navigate the organization.
• Must have the ability to travel to other bank locations for critical meetings and/or to connect with team.
• Must have the ability to quickly pivot, respond, and act on feedback and departmental needs.
• Must have the ability to gather, synthesize, and present trends to management.
• Must have the ability to identify risk and root cause analysis.

WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at

WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.