Individual Segment Complaints Management

Complaint Management, Associate II

At FNBO, our employees are the heart of our storyand we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.

Summary of the Job :

As the Complaint Management, Associate II, you will lead a key first-line program and will be responsible for subject matter expertise related to business units within the Banking Division for FNBO Complaint Resolution. This role works independently and is accountable for ongoing complaint and trend analysis. Additionally, this role will be accountable for ongoing reporting and escalation of trends.

About This Role :

Job Specific Responsibilities / Accountabilities :

Any given day you'll :

• Analyze and synthesize complaint and survey data across all business units in the Banking Division, developing actionable insights from complex datasets.
• Lead comprehensive root cause analyses to identify systemic issues behind complaint patterns, presenting findings to key stakeholders.
• Develop and implement data-driven action plans based on analytical findings to address complaint trends and prevent recurrence.
• Ensure data integrity and accuracy in complaint management systems, providing validated raw data reporting to KPI and KRI teams.
• Partner with second-line teams to provide supporting documentation and analytical evidence in a timely manner.
• Proactively identify opportunities to enhance complaint tracking methodologies and documentation practices through data analysis and visualization techniques.
• Provide periodic training on the complaints program that aligns with second-line requirements.
• Collaborate with Third-Party Vendor Management team regarding third party / CBS complaints.
• Responsible for ongoing monthly and quarterly reviews including : 1) emerging risks, 2) complaint trend analysis, 3) anticipation of customer impact opportunities, and 4) ongoing complaint monitoring.

The Ideal Candidate for This Role :

Key Skills :

Minimum Qualifications :

Required :

Candidates must possess unrestricted work authorization and not require future sponsorship.

Compensation range (base pay) : $62,047.00-$102,377.00

This role may have a specific starting pay within this range. Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and / or skill level.

Work Environment :

It is anticipated that the incumbent in this role will work in a hybrid capacity, balancing in-person collaboration three (3) days a week with remote flexibility two (2) days a week. As part of our team, you'll experience the energy and relationship-building of face-to-face collaboration while still enjoying the flexibility of remote workdays. We provide the tools and technology to ensure seamless transitions between work environments, supporting your productivity wherever you are. Please note that work location is subject to change based on business needs.

Benefits Overview :

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs :

Equal Opportunity & Belonging :

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selvesno matter their role or where they are in their journey.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

Application Deadline :

All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.