Branch Admin Customer Complaint Mgmt Specialist II, Branch Administration Dept, South Bend, IN

POSITION SUMMARY

Responsible for the life cycle of the bank’s st line of defense complaint process to adhere to the execution of the Corporation’s Complaint Policy and Compliance Management System (CMS).

The role is a liaison between business units and the branch network to resolve complaints timely and in accordance to the Banks regulator and independent audit reviews as well as to the be an early warning mechanism to the Bank to identify risk.

ESSENTIAL REQUIREMENTS

• Accurately evaluates, reviews, assesses, and processes complaints in a uniform and timely manner.
• Develops an understanding of responsibilities for all bank departments, including key contacts.
• Evaluates complaint documentation and investigation information to determine what level of further investigation, if any, is required to determine a possible failure of a service / product, document, disclosure, or bank employee interaction.
• Identifies cases requiring additional information and requests information from appropriate sources.
• Conducts final closure review of complaint case information in a timely manner.
• Reviews and records the complaint case information to meet banking regulations and tracking for internal control reviews.
• Oversees the Bank’s efforts to comply with regulatory complaint definitions.
• Provides key information and reporting to department leadership, business units and compliance department on complaint trends : areas, products / services, and root causes of complaints.
• Develops, maintains, and updates the complaint management process, as needed.
• Serves as a liaison with the compliance team and provides where controls are missing, needs to be added or enhanced to mitigate risk.
• Works with software vendors to ensure complaints : are captured correctly with pertinent details, routed accordingly, addressed timely and reporting output is effective.
• Initiates the response to applicable audits and exams : documents request, meetings, and develops / implements remedial action plans in response to findings.
• Maintains and updates written policies and operational procedures as needed to reflect changes in complaint regulations.
• Stays abreast of and analyzes developing industry and compliance trends, scams or schemes, and changes to laws and regulations pertaining to complaints.
• Responsible for the completion of all compliance training related to the position.
• Must understand all applicable laws and regulations that apply to the position and comply with the requirements.

NON-ESSENTIAL FUNCTIONS

Performs all other duties as assigned.

EXPERIENCE / SKILLS

• Two () or more years of experience in customer complaints and / or Resolution Processes preferred.
• Five () or more years of experience in Financial Services preferred.
• Salesforce experience preferred.
• Working knowledge of CFPB Consumer Complaints and Resolution Guidance and applicable banking regulations highly preferred.
• Good PC skills proficiency in Microsoft Word and Excel essential.
• Good organizational, problem solving, audit and analytical skills preferred.
• Ability to handle multiple tasks in a fast-paced environment.
• Ability to communicate effectively both verbally and in writing.
• Ability to protect the confidentiality / privacy of others as appropriate, as well as of company documents and records.
• Must have a high level of professionalism.

EDUCATION

Bachelor’s degree preferred.

TRAVEL REQUIREMENTS

Ability to travel to all locations as well as ability to travel overnight, as needed for meetings, projects, seminars, etc.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals to perform the essential functions.

While performing the duties of this job, the employee is required to sit, stand and walk; use hands and fingers to operate keyboard and other office equipment;

reach with hands and arms; and talk or hear. The employee is occasionally required to stoop or kneel. The employee may occasionally lift and / or move up to pounds.

EQUIPMENT

MS Office PC, fax, phone and standard office equipment.