Summer Associate Internship (Data Scientist)

Company: Navy Federal Credit Union
Location: Winchester
Posted on: September 15, 2023

Job Description:

OverviewContact Center: Experience AnalyticsContact Center Member Service Representatives (MSRs) and supporting personnel provide exceptional member service 24 hour a day, 365 days a year. MSRs utilize a number of communication channels: phone, email, and chat, providing expert guidance on various types of loans, and product applications, as well as providing members peace of mind and account protection when they experience fraud.Experience Analytics is a versatile group of analysts supporting the Contact Center by providing insights and recommendations for improvements and/or efficiency gains through analysis of the member and team member experience.Navy Federal Membership is growing rapidly and the technical environment in which we operate is in constant flux. Contact Center needs to continuously evolve to maximize efficiencies, take advantage of technology, and improve processes to ensure an optimal member and team member experience.The Summer Associate Graduate Intern will work remotely or on-site and report to Experience Analytics' leadership, located at our Pensacola, FL campus.As a member of the CCO Experience Analytics team, the Summer Associate Graduate Intern's responsibilities will include analyzing data to identify areas of opportunity then create recommendations that are in alignment with the strategic plan of contact center. Areas of focus may include analyzing unstructured data, text analysis, applied linguistics and technology planning for the Contact Center of the Future.Essential to the position is an ability to build relationships across the enterprise and be a quick learner to understand operations and make recommendations that produce results.Potential Projects:Predictive Post Call Survey Capabilities- Using Text Analytics on call transcripts/speech to help predict potential member sentiment via Post Call Surveys.Automation of 'New Member Research' analysis- Produce the ability to analyze the conversations new members are having with NFCU to determine areas of opportunity.The Summer Associate Program is a 12-week internship program beginning in May 2024 and ending in August 2024. Students will work on impactful projects and meaningful work during their internship. To qualify for this position, applicants must be currently pursuing a degree from an accredited college or university and have an anticipated graduation date of December 2024 or later.ResponsibilitiesExperience Analytics is a primary end-user of the Credit Unions' call transcripts and the Summer Associate's key focus will be a project to help build the data infrastructure for connecting and utilizing the transcripts with other key business data. In this capacity, advanced knowledge of PySpark, Python, Azure Data Studio, R Studio, Power BI, and SQL are paramount to the success of the Summer Associate. The Summer Associate is expected to use these, and other available tools, to build out models for predicting and acting on member behavior and needs.In addition to this main project, EA's Summer Associate will have broad exposure to CCO Operations and Support Management through attendance at key meetings and presenting findings from call analysis they complete.QualificationsKnowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and predictive modelingExperience in the application of statistical methods, mathematical techniques, forecasting, cost-benefit analysis and related analytical toolsSpecific skills could include Data Science, Data Analytics, Predictive Modeler, Text Analysis, Speech Analytics and LinguisticsSkill interpreting and synthesizing large amounts of unstructured dataResearch, analytical, and problem-solving skillsSkill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulationsEffective verbal and written communication skillsEffective word processing and spreadsheet software skillsNLP-related skills:Strong understanding of NLP systems: difference between NLU and NLGStrong understanding of NLP definitions: tokens, stemming, stopwords, discourse relations, etcStrong understanding of NLP processes: word2vec, word similarity (cosine similarity), word embeddingsExperience in designing and developing NLP systems: can be in an academic domain; having written code for at least 2-3 NLP systems, such as text classification or sentiment analysis models; explaining the steps/parts of the code/modelUnderstanding the difference between NLP tasks: text classification, text matching, MT, coreference resolution, text summarization, question-answering, etcUnderstanding and explaining LLMs: what is it; how it works; how it is usedUnderstanding of algorithms, tools and evaluation metrics common in NLP: beam search, recall, precision, F1 score, etc; using them in practiceUnderstanding of NLP libraries and frameworks: having worked with nltk, spacy, wordcloud, genism, textblob, etcAI-related skills:Strong understanding of DL models, their elements and the differences between them: SNN, RNN, CNN, LSTM, Seq2Seq, transformersDeveloping ML/DL models: having buildt at least 2-3 models with available libraries (training, testing, evaluating)Fine-tuning ML/DL models: having used pre-trained models to fine-tune on a specific text data (BERT/GPT fine-tuning, etc)Understanding of ML/DL libraries and frameworks: having worked with keras, pytorch, tensorflow, transformers, etcEvaluating ML/DL models and applying suitable changes: understanding of basic defitions, such as over-fitting, under-fitting, trainset, testset, bias, varianceConstantly keeping up with the field of AI/ML/DL and state-of-the-art toolsData and CS-related skills:Understanding the process of curating text data: processing, cleaning, preparing for specific NLP task; understanding the difference of data curation (e.g. BERT-based model vs LSTM model in keras)Fluent in Python and PySparkUnderstanding of OOAD concepts in programmingBeing able to conduct statistical analysis on text dataLinguistics-related skills (Desired):Understanding of how linguistic features influence and change key decisions in designing NLP-systems: expanding contractions or not, removing negations or not, cleaning punctuations or not, etcKnowledge of English grammar, syntax and semantics; enough to explain the NLP definitions such as discourse relations, coreference resolution, stemming, etcHours: Monday - Friday 8:00AM - 4:30PMLocation: 820 Follin Lane, Vienna, VA Security Dr. Winchester, VA Heritage Oaks Dr Pensacola, FL 32526Navy Federal is now hybrid! Our standard enterprise requirement for a hybrid schedule is to report onsite 4-16 days each month. The number of days reporting onsite will ultimately be determined by the employee's leadership and business unit needs. You will learn more throughout the hiring and onboarding process.About UsYou 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 2022 Best for Vets Employers--- WayUp Top 100 Internship Programs--- Forbes 2022 The Best Employers for New Grads--- Fortune Best Workplaces for Women--- Fortune 100 Best Companies to Work For --- Computerworld Best Places to Work in IT--- Ripplematch Campus Forward Award - Excellence in Early Career Hiring--- Fortune Best Place to Work for Financial and Insurance ServicesEqual 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 EOE/AA/M/F/Veteran/DisabilityDisclaimers: 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. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market positionBank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Keywords: Navy Federal Credit Union, Leesburg , Summer Associate Internship (Data Scientist), Other , Winchester, Virginia