ORS Partners

  • Customer Advocacy and Complaint Specialist

    Job Locations US-PA-Wyomissing
    Posted Date 1 month ago(10/10/2018 12:07 PM)
    Client & Job Location : Address
    1015 Penn Ave
    Client & Job Location : Postal Code
    19610
    Job ID
    2018-5945
    # of Openings
    1
    Category
    Banking
    Type
    Regular Full-Time
  • Overview

    Role: Customer Advocacy and Complaint Management Specialist

    Location: Wyomissing PA

    Manager: Customer Advocacy and Complaint Management Officer

     

    Role Summary:

    The primary role of the Customer Advocacy and Complaint Management Specialist is to conduct and assist in the investigation, root cause identification, customer impact analysis and the formulation of responses to complaints received from the Bank’s regulators, Executive customer complaints, and other escalated level complaints as identified. The role includes implementation of processes to analyze data in context, identification of potential solutions to identified root cause issues, report creation for presentment to upper management and other duties as assigned.

    Responsibilities

    Actions to Be Successful in This Role:

    §  Conduct and provide support for all aspects of evaluation of customer complaints for Customers Bank and BankMobile

    §  Craft and provide support in crafting of summary and response memos to Management, the Bank’s regulator and/or responses to any escalated complaints received from different sources

    §  Identify root cause issues, devise resolutions to individual customer issues (as needed), and rapidly troubleshoot and propose solutions to root cause issues

    §  Work with other business units to address root cause issues and assist in fostering understanding of concerns

    §  Perform all duties in a context of the prevention and detection of regulatory non-compliance and/or consumer harm including acting as an advocate for customer interests in those pursuits

    §  Assist with the creation of monthly reporting and summation of customer complaints

    §  Assist with any audit requests and responses

    §  Help maintain departmental procedures

    §  Provide exceptional customer service to internal and external customers

    §  Perform projects and other duties as assigned

    Qualifications

    Key Skills

    §  Excellent customer service skills

    §  Outstanding  oral and written communication skills

    §  Positive attitude and Team player

    §  Flexibility and the ability to adapt quickly to the changing needs of Compliance, Customers Bank and BankMobile

    §  Ability to work independently and to multi-task

    §  Excellent time management skills

    §  Strong analytical and problem-solving skills

    §  Knowledge of federal and local banking regulations 

    §  Detail oriented

    §  Proficiency in Microsoft Office – Word, Excel, Outlook

     

    Customers Bank Culture:

    At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our Vision, Mission, and Values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our Team Members are on their way to achieve their highest potential and be successful in their personal and professional lives.

     

    Customers Bank will provide consideration for employment to qualified applicants without regard to their race, color, religion, national origin, sex/ gender, protected veteran status or disability.

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