Customer Advocacy Response Spec II
| Company | Huntington Bancshares |
|---|---|
| Location | Columbus, OH, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- High school diploma, or equivalent
- 5 or more years of experience working in a customer service/conflict resolution oriented environment
Responsibilities
- Review, record, investigate and respond to complex customer complaints received from regulatory agencies, company executives, and other sources
- Perform research to identify root cause of complaints by collaborating with other colleagues and departments
- Identify possible areas of risk raised in customer complaints and escalate to management as needed
- Bring new ideas to improve the customer and colleague experience utilizing Continuous Improvement methodology and collaborating across the EMO
- Partner with Corporate Compliance, Legal Department and other subject matter experts as appropriate
- Evaluate and reassign complaint cases to appropriate colleague and departments when needed
- Ensure accurate, appropriate and thorough responses are being provided prior to Compliance reviews and distribution to customers or other third parties
- Follow the procedures and policies around data quality in the following areas: Compliance with defined SLAs and quality of dates used within the complaint management tool, Appropriate categorization, including root cause identification, Appropriate Escalation (Management, CART, or Compliance/Legal), Adequate resolution, Sufficient documentation maintained in the complaint management tool
- Assist in identifying quality assurance related items or policy compliance risk for segment level reporting
Preferred Qualifications
- Bachelor’s degree
- Previous experience providing written and verbal responses to customer complaints
- At least 2 years’ experience conducting in depth research preferred
- At least 2 years’ experience drafting written responses to complaints
- At least 2 years’ experience managing regulatory customer complaints in the financial industry preferred
- Prior compliance, legal, or risk management experience preferred