Junior Business Analyst

Kforce's client in San Antonio, TX is seeking a Business Analyst I to join the Bank Marketing Governance team supporting a highly regulated banking environment. Summary: This role is responsible for executing operational controls, investigating member complaints, validating business processes, documenting procedures, supporting internal control testing, and partnering with cross-functional stakeholders to identify and resolve operational issues. This is not a traditional IT Business Analyst position. Operational Controls (Approximately 70%):

• Execute daily, weekly, and monthly operational controls across multiple banking product lines
• Review Tableau reports to identify exceptions and anomalies
• Investigate control failures by validating data against multiple source systems
• Perform detailed root cause analysis to determine why exceptions occurred
• Document findings and provide recommendations for corrective actions
• Collect screenshots, supporting documentation, and evidence for audit purposes
• Track issues through resolution and maintain detailed documentation
• Lead meetings with business stakeholders to review findings and discuss corrective actions
• Support continuous improvement efforts by identifying process gaps and operational risks

mComplaint Management (Approximately 30%):

• Review member complaint transcripts across multiple banking products.
• Research account activity and supporting documentation.
• Prepare concise investigative summaries and findings.
• Escalate legitimate issues to appropriate business partners.
• Maintain documentation supporting complaint reviews for audit and regulatory purposes.

Investigate complaints to determine whether they resulted from:

• Process failures
• System issues
• Operational errors
• Customer misunderstanding
• 3-4 years of Business Analyst or Banking Operations experience
• Experience executing operational or compliance controls
• Experience investigating customer or member complaints
• Strong analytical and problem-solving skills
• Experience performing root cause analysis
• Excellent written documentation skills
• Strong verbal communication and stakeholder management skills
• Experience leading meetings and presenting findings
• Ability to work independently in a fast-paced environment
• Strong attention to detail and organizational skills

The ideal candidate will have experience in banking operations, operational controls, quality assurance, compliance, complaint investigations, audit support, or operational risk. The successful candidate will be highly analytical, detail-oriented, and comfortable investigating issues from beginning to end while working closely with business partners across multiple banking product lines.