Coordinator I, Written Complaints

Position Summary:

This position will be a primary point of contact for executive and customer written complaints, responsible for investigating and resolving matters related to the overall business operations and practices. This position will review, assess and resolve issues in a timely and professional manner. Respond to executive complaints in writing, generally from the Better Business Bureau, State Attorney General, Department of Justice, attorneys. Respond to customer written complaints in writing, generally complaints received from an accountholder that is threatening to escalate (to the Better Business Bureau, Attorney General, file lawsuit) or an accountholder that is unhappy with the quality of service received or not satisfied with the way previous correspondence was handled

Summary of Qualifications:

  • Proficient with Windows applications
  • Excellent keyboard proficiency
  • Excellent communication (both verbal and writing) skills
  • Ability to multi-task is essential
  • Fast learner
  • Team player
  • Ability to work under pressure at a rapid pace while maintaining accuracy

Education & Experience:

  • High School Diploma or its equivalent experience required; B.A. preferred
  • 2-4 years of related experience with Microsoft Office program suite or similar desired
  • 1-3 year's banking experience required
  • Paralegal/business writing experience preferred

Job Requirements:
  • Communicate directly with accountholders and/or members of the Better Business Bureau, Attorney General’s office, etc., in writing. Communicate occasionally via phone/email with clients and CWS executives
  • Research accountholder’s concerns, identify the root causes, and make recommendations to affect change in current procedures/practices
  • Determine an appropriate resolution and work across departmental lines as needed
  • Draft a response to be reviewed and approved by the Complaints Department Editors and/or Business Unit Management, while ensuring that the response and/or resolution meets service level
  • Respond promptly to inquiries
  • Scrutinize all complaints against regulatory standards, our client policies/contracts, and internal operating processes
  • Maintain accurate files and logs
  • Assess if there are any trends and alert various departments (Compliance, Operational, Training) so they can take additional steps to mitigate future risk
  • Provide monthly complaint reporting to Compliance and other designated department or group
  • Provide support to Business Unit Management team, including but not limited to reviewing and approving draft responses prepared by other Complaints Coordinators, exception reporting, projects, rolling out process improvements, and ad hoc reporting
Published 4 days ago
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