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Years of Experience
Date Last Verified
Escalated Complaint Resolution Specialist The candidate will review and analyze client complaints elevated from regulatory agencies such as the Federal Reserve, HUD, FHA, State Attorneys General, Federal and State Legislators, State Regulators, and from firm's Executives, firm's Legal, firm's Compliance, firm's Human Resources, external attorneys and the new Consumer Financial Protection Bureau (CFPB). Complaints are received by e-mail, fax, paper (mail), social media (Twitter/Facebook). Analyze for source, problem type and complexity, categorize for level of needed investigation and coordination to resolve and respond. Apply knowledge of firm's products and services, relevant regulatory and legal considerations, providing an objective, accurate, fair resolution for the client and firm's while meeting service level standards. Act as the authorized representative of firm's Executive management delivering resolution and decisions directly to clients, regulatory, other external sources, and internal business managers. Provide Quality Monitoring of department work; review for content, accuracy, firm's communication and brand standards and service level adherence. Insures high profile/high risk cases are elevated and documented with department management, process defects escalated to LOBs and functional areas within firm. Provide project and research resource for Compliance/Legal/Audit for internal and regulatory inquiry and response. Act as case manager in initial and follow-up interactions with external regulatory or other sources. Compose and deliver documented response which meets firm's communication and privacy standards, applies professional level writing expertise and superior verbal communication. Provide coaching, subject matter expertise and editorial support to others on the team.
Qualification and Experience
The candidate should have High School Diploma or equivalent. Must have 5+ years of experience in financial services related field, law firm or regulatory agency and 3 years engaged in client complaint resolution or regulatory/audit examinations or direct client service. Must have 5+ years of proven experience compiling and composing well written, complex correspondence including editorial authority. Demonstrated effective verbal and written communication skills - to defuse and calm difficult client interactions and to clearly convey information. Must be expert MS Office Word, Excel, PowerPoint, and Outlook. Exposure to financial institution policies and regulations is required. Bachelors Degree or Associates Degree is preferred. Should preferably have 10+ years experience in Financial Services related institution with concentration in one or more of the following areas: Consumer (including mortgage) lending; Retail Banking, Banking Operations, Commercial Lending, or Wealth and Investment Management, Compliance /Legal /Audit/Human Resources. 2+ years of this experience at firm's Bank is preferred. Experience user of multiple firm's Systems; examples include Mortgage MLCS/MSP; Fidelity; PLX; STI Platform, OBIQ, firm's research and document retrieval systems, Sales Force, STIS/PWIM related is preferred. Paralegal certification or Industry related certifications/licenses is preferred. MS Office Mastery certifications is preferred. Six Sigma certifications is preferred.
Job ID : W449582
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