Role: Customer Advocacy and Complaint Management Analyst
Location: Wyomissing PA
Manager: Customer Advocacy and Complaint Management Officer
The primary role of the Customer Advocacy and Complaint Management Analyst is to provide support in retrieving relevant information and supporting documentation for investigations of complaints received from the Bank’s regulators, Executive customer complaints, and other escalated level complaints as identified. The role includes having the ability to identify opportunities for improvement of processes, supporting the Customer Advocacy and Complaint Management team and ownership of other duties as assigned.
Actions To Be Successful in This Role:
§ Accurate, efficient and timely responses to requests regarding complaint investigations
§ Provide support for evaluation of customer complaints for Customers Bank and BankMobile
§ Quick troubleshooting
§ Identify and suggest process improvements for the Team/Bank
§ Assist with creation of monthly reporting and summation of customer complaints
§ Assist with any audit requests and responses
§ Assist in maintaining departmental procedures
§ Provide exceptional customer service to internal and external customers
§ Detail Oriented
§ Requires flexibility and the ability to adapt quickly to the changing needs of Compliance, Customers Bank and BankMobile
§ Ability to work independently and can multi-task
§ Time management skills
§ Strong analytical and problem-solving skills
§ Proficiency in Microsoft Office- Word, Excel, Outlook
§ Positive attitude and Team player
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.