Decision Quality Specialist

Job Description
About Us: We are committed to making informed and strategic decisions that drive our success in the industry. We are seeking a highly analytical and detail-oriented Decision Quality Specialist to join our team. This role is crucial in ensuring that our decision-making processes are robust, data-driven, and aligned with our organizational goals.
Position Overview: The Decision Quality Specialist will be responsible for evaluating and
enhancing the quality of decisions made across CCB AML/KYC Customer Escalations programs. This role involves analyzing transactions, case notes, and providing recommendations if a different outcome is determined.
The individual will work in a dynamic environment and partner with CCB AML/KYC Customer Escalations leadership to deliver a best in class quality program. Responsibilities will include management of AML/KYC quality reviews and SLAs
Job Responsibilities:

• Perform detailed reviews for processes within the CCB AML/KYC Customer Escalations programs to ensure the correct decision was made
• Assess and analyze decision-making processes to ensure alignment with company objectives and industry best practices.
• Self-manage business-as-usual (BAU) Case Queue with attention to Service Level Agreement (SLA)
• Collaborate with cross-functional teams to gather data and insights necessary for informed decision-making.
• Provide training and support to team members on decision quality methodologies and best practices.
• Monitor and evaluate the outcomes of decisions to identify trends and areas for improvement.

Required qualifications, capabilities and skills:

• Bachelor's degree or equivalent experience required
• Minimum of 5 years of experience in financial services industry with background in controls, audit, quality assurance, operational risk management, or AML/KYC; or equivalent subject matter expertise in a relevant business related functions
• Communication/presentation - excellent written and verbal communication skills with an ability to influence business leaders in a meaningful and actionable manner
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) required

Preferred qualifications, capabilities and skills:

• Experience working 2 or more CCB Customer Escalations programs
• Business knowledge - ability to understand the business / knowledge of regulation surrounding business
• Communication/presentation - excellent written and verbal communication skills with an ability to influence business leaders in a meaningful and actionable manner
• Networking - exceptional interpersonal skills; exceptional collaboration and relationship building skills
• Highly organized and able to manage multiple deliverables in concert with one another
• Work autonomously to affect change - flexible, adaptable to shifting priorities; manages competing priorities to achieve the most effective result and able to work in a fast-paced, results driven environment
• Process analysis / design acumen - ability to understand a process and associated risk to ensure proper controls/checks are in place
• Problem solving / Analytical skills - solid critical thinking, attention to detail and analytical skills
• Developing timely and sustainable solutions
• CAMS certification

About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.