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Executive / Written Complaints Coordinator The candidate reviews, investigates, and responds in writing to account holder complaints within specified time constraints and business objectives. Responds in writing to account holdersâ€™ complaints after appropriate approvals are achieved. Thoroughly investigates the account holderâ€™s concerns by liaising with appropriate departments, reading account notes, and using appropriate research tools. Drafts written responses for internal approval. Ensures that resolution is provided to account holder or regulatory agency/attorney within departmental and/or clientâ€™s service level. Seeks to determine the root cause based on investigation. Maintains accurate files and logs. Assesses possible trends and alerts various departments for appropriate steps in mitigating risks. Provides support to the department with ongoing and ad-hoc reporting needs. Provides support to the Customer Experience Program and with process improvement items. Provides general support to the department as needed. Should have keyboarding proficiency. Familiarity with Windows based computer applications is required. Working knowledge of Microsoft Office and Adobe software is needed. Must possess superior professionalism, discretion, and judgment. Strong written and oral communication skills are needed. Must have a High School Diploma or its equivalent experience required; B.A. degree is preferred. 2-4 years of related experience with Microsoft Office program suite or similar desired. 1-3 yearsâ€™ business writing experience is a plus. Paralegal experience is preferred.
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