Supports Atlantic Union Bank’s Customer Experience (CX) team by assisting with data analysis, process improvement, reporting, and communications.
Provides QA/QC support for the Office of the President, helping compile, summarize, and validate QA/QC results.
Runs routine and ad hoc Complaint Management reports; identifies trends, summarizes findings, and prepares items for CX review.
Reviews customer survey responses to identify actionable opportunities for process, service, or communication improvement.
Enters actionable survey follow-ups into the appropriate system(s) and assigns items to managers when appropriate.
Assists with complaint management case clean-up activities, including monetary credit reviews, tag corrections, and record accuracy updates.
Sends email notifications regarding past due cases and helps monitor completion status across departments.
Participates in BLE journey mapping and experience design sessions and projects.
Assists in identifying trends and insights; may partner with Business Intelligence or other teams as needed.
Supports the CX team with special projects, research, and additional operational tasks as assigned.
Requirements
Currently enrolled in a bachelor’s degree program, preferably with a focus in business, analytics, communications, customer experience, or related field.
Prior internship or part‑time experience in customer service, data analytics, or operational support is preferred but not required.
Strong customer‑centric mindset and a desire to improve experiences through data and insight.
Analytical thinker with the ability to identify patterns, correlations, and actionable findings.
Excellent written and verbal communication skills with the ability to clearly summarize information.
Strong organizational skills, attention to detail, and ability to manage multiple priorities.
Demonstrated initiative and curiosity; motivated to take ownership of tasks and find solutions.
Proficiency with Microsoft Office (Excel, Outlook, Word, Teams).
Ability to collaborate effectively with teammates across departments.
Experience with social media platforms such as Facebook, Twitter, Instagram, LinkedIn and Google.