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Analyst, Credit Services

Home Depot


Location:
Atlanta, GA
Date:
11/20/2017
2017-11-202017-12-19
Job Code:
111945
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Job Details

Analyst, Credit Services - Atlanta GA 30308 Skip Navigation
Job Details

Analyst, Credit Services (111945)

GA - Atlanta

  • Date Posted: Nov 1, 2017
  • Company: The Home Depot
  • Travel: 0-10%
  • Functional Area: Finance/Acctng/Treasury/Investor Relatio
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
POSITION PURPOSE
The Credit Analyst will investigate and answer inquiries to provide final customer satisfaction for all HD Credit products and service offerings. Associate will also provide clarification of policy and process and assist all customers in guiding them to the desired solution. The Credit Analyst will analyze and leverage customer VOC information as well as competitive benchmarking to identify areas necessary to improve the customer credit experience. They will perform deep dive analysis to troubleshoot or identify the root cause of customer complaints or any dip in overall customer satisfaction. In addition the analyst will create complex reporting needs like building KPI dashboards, trend analysis and report outs to the business group. The Credit Analyst will also be responsible for various adhoc projects to enhance the customer experience.

  • 30% Serves as point of escalation for both internal and external customer transactions requiring expertise in credit to resolve complex customer issues and ensure timely follow up and customer satisfaction.
  • 25% Researches and analyzes contact center metrics & customer VOC data to identify opportunities for expense reduction and improved customer experience.
  • 20% Leads process improvement projects and assists business with compiling timelines, written status reports.
  • 10% Investigates credit system or customer issues and tracks timely mitigation/resolution. Responds to warehouse postings related to credit.
  • 10% Serves as the main point of contact to various internal business partners for questions relating to HD credit promotions and products.
  • 5% Reviews, modifies and/or provides feedback on Policy and Procedures that may impact the customer experience

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

  • Manages the resolution process for issues that may require escalation and partners with Citi and internal THD team to resolve. Have unlimited authority to resolve high profile/executive cases (cases that make it to the executive level). For example, as appropriate, may credit $1,500 back to a credit account.
  • Provides support to team on special projects. Includes data gathering and root cause analysis.
  • Supports team in gathering and analyzing data for presentations for Sr. Management.
  • Provide project support and guidance to other team members. Review and modify/approve their project plans and decisions as needed. Recommends process changes to expedite goal attainment.
  • Works closely with Customer Care to negotiate resolution.

NATURE AND SCOPE

  • Typically reports to Senior Manager Credit Services or Manager Credit Services
  • No associates report to this role on a permanent basis, but requires the leadership of a work group: assign and review work, train and contribute to performance appraisal (but not hiring, firing or disciplinary action).

ENVIRONMENTAL JOB REQUIREMENTS

  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
  • Typically requires overnight travel less than 10% of the time.


ESSENTIAL SKILLS:
MINIMUM QUALIFICATIONS

  • Must be eighteen years of age or older.
  • Must be legally permitted to work in the United States.

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Years of Relevant Work Experience:
3 years

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Preferred Qualifications:
  • Credit services, banking experience preferred 
  • Excellent written and verbal communications skills 
  • Ability to gather information from a variety of sources and make decisions based on thorough analysis and review; ability to solve complex problems. Strong influencing and negotiating skills; critical thinking skills 
  • Strong attention to detail 
  • Broad knowledge of THD policy, procedures, and structure; knowledge of store systems

Knowledge, Skills, Abilities and Competencies:
  • Exhibited ability to work independently and get things done. Strong attention to detail. 
  • Very strong communication skills, both verbal and written. 
  • Sound decision making skills.


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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