Consumer-Small Business Analyst
BankUnited Financial Corporation
 Miami Lakes, FL

SUMMARY: Actively utilizes technical writing skills and knowledge of banking operations and compliance to actively participate with internal departments and branches to identify, document, support, and facilitate process improvement. Evaluates front line processes in an effort to create efficiencies, working with Management teams from development to implementation. Manages the process of developing and updating Retail/Consumer Small Business procedures to one centralized location. Participates in new projects and initiatives requiring Consumer Small Business contribution.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: Other duties and special projects may be assigned.

  • Examines all front line and operational processes for efficiencies. Recommends and documents changes and how they affect the streamlining of branch operations.
  • Maintains all portals that house procedures and guides and ensures that they accurately reflect the approved Policy and Procedures in the current procedure governance system.
  • Analyzes current processes, tools, system or database and makes recommendations for development, improvement or simplification. Acts as a subject matter expert in cross-functional teams to provide recommendations on new initiatives or projects. Participates in assessments identifying benefits to be derived from systems improvements and quantifies impact to business unit.
  • Key contributor in departmental and bank-wide initiatives. Makes recommendations for business improvements, cost reductions and generation of revenue.
  • Develops, edits, and updates all Retail branch/Consumer Small Business procedures, ensuring accuracy, consistency and clarity.
  • Publishes all updates based on a pre-determined schedule and on an as-needed basis for regulatory compliance and to support Consumer and Small Business Banking initiatives.
  • Prioritizes Procedural Updates and Advisories, communicates updates and timelines to manager and requestor.
  • Updates Service NOW Knowledge Portal as requested and required.
  • Ensures all published Retail/Consumer Small Business documents are consistent with the published and approved documents.
  • Produces Quick Reference Guides and job aids to clarify and increase branch employees understanding of processes and procedures.
  • Maintains an understanding of all current financial products, policies, procedures and regulations
  • Supports Consumer and Small Business Banking interests by determining customer impact before finalizing any process or procedure modification.
  • Surveys bank competitors to determine if new processes or changes to existing procedures will adversely affect BankUnited competitive edge in the market place and if so discuss with management.
  • Automatically updates existing procedures based on knowledge or communications that erroneous data exists in current procedure.
  • Participate in projects that affect Consumer Small Business division that could require Procedural updates. Gathers and analyzes information to write procedures for new bank initiatives.
  • Member or facilitator of various committees as required and assigned.
  • Works with BSA/AML, Audit and Compliance to write and/or publish procedures for regulatory issues.
  • Coordinates with IT the scheduling of branch employees to test new programs and system releases.
  • Work with Learning and Development to create training documents for the delivery of continuing education certification courses.
  • Creates and maintains Retail/Consumer Small Business procedures, forms, spreadsheets, logs, reference tools, etc. electronically for web based Policy Tech procedures system.
  • Converts procedures, forms, spreadsheets, logs and reference tools to Adobe Acrobat Format for publishing on Policy Tech.
  • Assigned as Policy Tech Content Administrator for the Retail/Consumer Small Business Division.
  • Determine whether new procedures or processes will require additional training needs for Retail/Consumer Small Business employees.
  • Develop training tools and guides for Retail/Consumer and Small Business teams to utilize during ABM and Operational Specialist meetings.
  • Assists with the development and implementation of any enhanced development programs for the Consumer and Small Business division that could affect the advancement of existing employees.
  • Maintains an understanding of all current financial products, policies, procedures and regulations.
  • Serves as back up to Procedures Manager during brief and/or extended periods of time in their absence.
  • Attends seminars and training sessions as assigned by Manager.
  • Performs additional duties as assigned by Procedures Manager and/or Retail Management.
  • Provide assistance, coaching and guidance to other staff members and Procedures Analysts.
  • Assists in managing programs and reward systems developed with the Retail Procedures Manager to increase morale and develop employees. Maintains high levels of performance, etc. in order to assist in reducing turnover
  • Provide cover, at an appropriate level within the Department, in response to workload and/or in the absence of coworkers.
  • Seek and bring forward appropriate solutions to identified problems.
  • Undertake or assist with organizational development project work and benchmarking request where required.

EDUCATION and/or EXPERIENCE: Bachelors degree or equivalent and two years related technical writing experience plus 4 or more years experience in a Retail bank branch, Operations/Compliance banking environment and/or training; or equivalent combination of education and experience