What are the responsibilities and job description for the Complaint Specialist position at The Bank of Missouri?
Job Details
Description
Working at The Bank of Missouri
At The Bank of Missouri we know it takes great people to support the communities we serve! We are passionate about caring for people and communities, and know how to recognize and reward our employees for their talent and contributions. When you work at The Bank of Missouri, you not only get to help others, but you also get the resources, opportunities and support to grow your own career.
About our Company
Staying in business for more than 125 years is hard. Really hard. If you think about it, we've endured many events, like the Great Depression and two World Wars. We've survived and thrived, thanks to our great customers and communities. We were founded on core values of accountability, community service and financial conservatism. Those principles are the reason we are still in business today. Caring for people and communities is our foundation!
We've built a reputation of being financially secure and community focused. We are an independent community bank and fully intend to stay that way. We are big enough to accommodate any financial need, yet small enough to give every customer the personal treatment they deserve.
About the Customer Advocacy and Complaint Specialist:
The Complaint Specialist will conduct and assist in the investigation, root cause identification, customer impact analysis, and formulation of responses to complaints received from the Bank’s regulators, executive consumer complaints, and other escalated complaints as identified. Including implementation of processes to analyze data in context, development of potential solutions to identified root cause issues, report creation for presentation to upper management and other duties as assigned.
Here are some of the great benefits you will enjoy as a member of our team:
- Competitive Salary
- Personal paid time off, as eligible and paid holidays
- 401K and Employee Stock Option Plan, as eligible
- Generous medical, dental, vision, life and disability insurance
- Fitness reimbursement
- Learning, development and growth opportunities
As a Complaint Specialist you will:
- Research, resolve and respond to customer complaints sent from the state banking board, federal regulatory agency, attorney general’s office, the Bureau of Consumer Financial Protection, the Better Business Bureau, or other agency dedicated to consumer affairs
- Research and resolve escalated situations and communicate directly with customers regarding follow up and resolution all in a manner that deters additional escalation – complaints and escalations originate from a variety of sources
- Communicates with and assists senior management in various lines of business to coordinate efforts and resolve customer complaints
- Utilizes and updates centralized customer complaint database to ensure all complaints are forwarded to appropriate areas and are resolved and responded to in a timely manner
- Assist with root cause analysis and identification of opportunities for process improvement
- Process legal documentation (Subpoenas, Garnishments, Lawsuits, Summons, C&D’s) as documents are received within regulated timeframe.
- Analyze complaint data for trends or areas of business risk and customer experience
- Assist with audit requests and responses
- Help maintain departmental procedures
- Maintains a high level of knowledge for bank credit card products, compliance and credit card operations
- 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
- Performs projects and other duties assigned
Qualifications for Success
- Associates' Degree in Business or Legal Studies
- Two years' banking or legal services experience
- Equivalent combination of Education and Experience
- Strong analytical and problem solving skills
- Excellent de-escalation and complaint resolution skills
- Ability to work independently
- Ability to manage multiple tasks and deadlines in a fast-paced environment
- Strong analytical and problem solving skills
- Strong verbal and written communication skills and strong interpersonal skills
The Bank of Missouri is an EEO employer M/F/Vets/Disabled and other protected categories
Qualifications
