Summer Associate Graduate Intern (Compliance & Public Policy – Data Complaints)

Job Description

YOUR LIFE’S MISSION: POSSIBLE

You have goals, dreams, hobbies and things you’re passionate about.

What’s Important To You Is Important To Us

We’re looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family and passions. And we’re looking for team members who are passionate about our mission—making a difference in military members’ and their families’ lives. Together, we can make it happen.

Don’t take our word for it.

• Military Times 2021 Best for Vets Employers
• WayUp Top 100 Internship Programs
• Forbes® 2022 The Best Employers for New Grads
• Forbes® America’s Best Employers
• Newsweek Top 100 Most Loved Workplaces
• Fortune Best Workplaces for Women
• Fortune 100 Best Companies to Work For®
• Computerworld® Best Places to Work in IT

Basic Purpose

The Compliance-Complaints section within the Compliance & Public Policy team plays a significant role in Navy Federal’s enterprise-wide complaints management system. The team reviews member complaints submitted from regulators, agencies, and other industry third parties as well as directly from our members regarding Navy Federal products, services, and transactions.

The Responsibilities Of The Team Include

• Guaranteeing that Navy Federal’s responses addresses all issues raised in complaints
• Ensuring that members are treated fairly, and each complaint is allocated sufficient attention and resources to address its unique facts and circumstances
• Verifying that the responses are characterized to communicate Navy Federal’s full compliance with applicable laws, regulations, and guidelines
• Identifying operational compliance risks
• Monitoring and identifying compliance trends
• Maintaining the Member Complaints AI Model
• Recommending potential process enhancements to enable end-to-end complaints management through centralized data, modeling, and CRM platform implementation

This role will be a member of the Data Complaints team within Compliance-Complaints. The team possesses a wide range of expertise ranging from process management, data and analytics, systems analysis, to business intelligence. The role will have high visibility with opportunities to work with various cross-functional teams within the enterprise. It will be essential for the Summer Associate to be a problem solver, quick learner, and self-starter to identify opportunities to support complaints trends analysis and help with the centralization of complaints across all channels.

The Summer Associate Graduate Intern Program is a 10+ week graduate internship program beginning in May 2023 and ending in August 2023. The intention of this program is to hire graduate interns who prove their aptitude into full time roles following graduation. To qualify for this position, applicants must be currently pursuing a graduate or PhD level degree from an accredited college or university with an anticipated graduation date of December 2023 or later.

Potential Project

The Summer Associate will be responsible for assisting with researching, standardizing, and extrapolating complaints data from various databases (including Mission Data’s Data Lake). The Summer Associate will perform qualitative and quantitative analysis of various complaints data sources to identify gaps and opportunities to improve data quality. Based on the data discovery, the Summer Associate will be responsible for assisting with the creation of dashboards for reporting of Complaints Data, in response to audit requests and the Complaints team’s reporting needs.

Responsibilities

• Assess Complaints data within Mission Data’s Data Lake (and various other sources) to identify gaps and opportunities to improve Complaints’ data quality
• Analyze Complaints data to understand, predict, and identify trends relating to topic modeling to support regulatory reporting
• Develop suggestions and recommendations for strategic initiatives based on findings, data research, and develop a roadmap or actionable plan as applicable
• Develop dashboards to show complaints trends analysis using Business Intelligence tools
• Develop and present proposal on findings from analysis and researching to upper management and senior executives
• Manage, architect, and analyze complaints data to build data driven insights and enhance a complaints’ identification AI model
• Evaluate model design, performance, and provide areas of recommendation

Qualifications

• Currently pursuing a graduate degree in Data Science, Data Analytics, Business Analytics, Data Engineering, or other related degree

Business Soft Skills

• Excellent communication skills
• Self-starter with significant experience in managing multiple priorities independently
• Significant experience in problem resolution including determining root cause, scope, and scale of issues
• Experience that demonstrates the ability to research, compile, document data, business processes, and workflows
• Advanced skill maintaining accuracy with high attention to detail
• Advanced research, analytical, and problem-solving skills
• Advanced presentation, verbal, and written communication skills
• Advanced skill in identifying and analyzing business requirements and recommending solutions
• Significant experience in managing cross-functional, multi-dimensional teams and projects of the highest complexity with high business risk and impact

Technical Skills Preferred (as Many Of The Following)

• Advanced skill in interpreting, extrapolating, and interpolating data for statistical research and modeling
• Advanced skill analyzing statistics and reports to determine business performance, trends, and reporting
• Advanced skill in data mapping and building requirements
• Advanced skill in data mining, data wrangling, and data transformation with both structured and unstructured data; deep understanding of data models
• Advanced skill interpreting and synthesizing large amounts of information
• Advanced skill in Data Interpretation, Qualitative and Quantitative Analysis
• Advanced skill in Python, SQL, and Data Querying (able to pull/transform data)
• Advanced knowledge of cloud computing technologies such as: Apache Spark, Azure Data Factory, Azure DevOps, Azure ML (Machine Learning), Microsoft Azure, Databricks
• Advanced skill in programming languages and databases
• Understanding of systems architecture
• Familiarity with Data Engineering concepts (ex: ETL tools and techniques)
• Advanced PowerBI skills to create reports and dashboards
• Experience with process management, process automation tools, and case management tools (ex: Dynamics)
• Familiarity with Data Integration, Data Governance, and Data Warehousing
• Understanding of Software Development Lifecycle (SDLC) and modeling lifecycle
• Advanced skill in Data Management, Data Validation/Cleansing, and Information Analysis

Hours: Monday – Friday, 8:00AM – 4:30PM

Location: Remote | 820 Follin Lane, Vienna, VA 22180 | 5550 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602

Navy Federal is now hybrid! Our standard enterprise requirement for a hybrid schedule is to report on-site 4-16 days each month. The number of days reporting on-site will ultimately be determined by the employee’s leadership and business unit needs. You will learn more throughout the hiring and on boarding process.

Salary Range: $41.00 – $46.00 hourly

Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. Within this range, pay will be determined based on factors such as individual qualifications, location, and market position.

Equal Employment Opportunity

Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability

COVID-19 Safety Protocols

All employees are expected to follow our COVID-19 safety protocols.

Disclaimer

Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position.

Bank Secrecy Act

Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.