Corporate Intern (Customer Experience) Hybrid Schedule

The Customer Experience Intern supports Atlantic Union Banks Customer Experience (CX) team (including Office of the President Business Line Experience Problem & Incident Management and CX Program Management) by assisting with data analysis process improvement reporting and communications. This role offers hands-on experience in understanding customer sentiment operational patterns complaint management and cross department collaboration as well as exposure to a significant number of disciplines within the organization. The intern will help ensure high quality customer insights accurate records and timely follow through across multiple experience related workstreams.

Position Accountabilities

• 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.
• Assists Business Line Experience in connecting and communicating CX initiatives and outcomes as a part of the Insights & Actions Program.
• Participates in BLE journey mapping and experience design sessions and projects.
• Assists in reviewing escalations and feedback to identify recurring customer pain points and root cause patterns.
• Supports Problem & Incident Management data clean up efforts ensuring accuracy of newly added data fields and historical entries.
• Assists in identifying trends and insights; may partner with Business Intelligence or other teams as needed.
• Coordinates administrative tasks for frontline CX idea generation including content preparation communication drafting and supporting engagement efforts for frontline teams.
• Supports the CX team with special projects research and additional operational tasks as assigned.

Organizational Relationship

This position reports to the Customer Experience Program Manager

Position Qualifications

Education & Experience

• Currently enrolled in a bachelors degree program preferably with a focus in business analytics communications customer experience or related field.
  Prior internship or partâtime experience in customer service data analytics or operational support is preferred but not required.

Knowledge & Skills

• Strong customerâcentric 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.

We are proud to be an Equal Employment Opportunity employer. We maintain a drug-free workplace.

Compensation will be $20.00 hourly.
No relocation/housing provided.
Local candidates strongly preferred.

Required Experience:

Intern