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The Complaints Mgmt. Analyst, 1 is responsible for learning all aspects of complaint investigation and responding to consumers and agencies.
These complaints are received through non-published channels such as Bank regulatory agencies, Better Business Bureau, attorneys, executive escalations, client transfers and media channels.
This includes intake of new complaints, initial review and analysis of issues involved, obtaining necessary documentation and information from other areas or outside entities, analyzing the situation to determine if any errors / risks occurred, identifying opportunities for process improvement or customer experience enhancement, determining the root cause of any concerns identified, escalating issues as necessary, and preparing the Bank’s written response to the complaint.
May include review and revision, as necessary, of responses to complaints.
Essential Job Functions
Research & Root Cause Analysis Thoroughly identify consumer concerns within complaint and individually perform research, root cause and investigation into matters impacting the complaint and Bank operations.
Consult with leadership and business partners and external brand partners to obtain necessary information / documentation to verify all processes impacting the complaint were followed properly.
Complete root cause analysis into the complaint in order to identify an appropriate resolution.
Risk Identification Use intelligence gathered from complaint analysis to identify all risks and process improvement opportunities and escalate appropriately.
Including but not limited to risks associated with : Unfair, Deceptive or Abusive Acts and Practices, Fair Lending, Community Reinvestment Act, customer experience enhancements, error identification (systemic, procedural and associate), Identify regulatory violations and route complaint cases to compliance advisors
Documentation- Based on completed research, draft a written response to the consumer that addresses all concerns outlined in the complaint and actions taken by the Bank.
All written response must be professional and tailored toward the intended audience(s), Ensure minimum quality feedback and rejection for all complaint cases submitted to the QC team.
Prioritize work and meet strict deadlines.Thoroughly document each case timely and accurately.Demonstratesattention to detail and accuracy by analyzing data and drawing conclusions based upon the data.
Apply knowledge of Microsoft Office tools such as Word, Excel, PowerPoint, and Teams to execute daily work. Presents information in an articulate, professional, and digestible manner.
Reports to : Lead or above
Working Conditions / Physical Requirements : Normal office environment
Direct Reports : None
Minimum Qualifications :
Degree Required : Bachelor’s Degree
Area of Study : Business and Operations
Years of Work Experience Required : 0-2 years
Type / focus of work experience required : Experience in the field of / Credit Review / Fraud investigations / Credit Card industry
Education Requirements :
Bachelor’s Degree (Required)
Certifications : Work Experience
Bank Regulations, Case Writing, Client Interactions, Community Reinvestment Act, Credit Card Regulations, Fair Lending, Loan Reviews