Complaints Management Manager

This position will provide oversight, investigation, coordination and facilitate responses to Bank management and other stakeholders.  The manager will ensure all escalated complaints are handled in a professional, proper, and timely manner.  Additionally, this position will be responsible to track, evaluate, and escalate complaint trends for evaluation and remediation, if needed.

Essential Duties and Responsibilities


* Manage complaints in line with standards, policy, and procedures, and identify and facilitate effective and proper resolutions of escalated complaints


* Provide subject matter expertise to stakeholders on effective complaint management processes to support and enable proper response, risk mitigation and remediation, if needed


* Ensure complaints and responses are accurately recorded, and proper policies and procedures are adopted for triage, resolution, and escalation to ensure all complaints are managed effectively and to minimize risk


* Suggest strategies for the continuous monitoring, evaluation and improvement of complaints management and make recommendations to facilitate informed decision making, drive product and service improvements and build a culture of continuous improvement


* Develop and maintain collaborative relationships with all stakeholders to develop a mutual understanding on complaints management escalation processes and facilitate effective complaints resolution


* Keeping abreast of banking practices and regulatory changes while dealing with a diverse range of complex matters in a high volume or sensitive environment


* Effectively prioritizing workflow in a high volume and time pressured environment where inputs and information from multiple internal and external sources are required to complete activities


* Acting as a change agent and implementing change processes and plans in the solution of stakeholder and customer issues in an environment where there may be resistance to change


* Compile statistics and information designed to document conformity with compliance policies and procedures.


* Interact with state and federal regulatory examiners


* Participate in various conferences, seminars, and other activities for continuing education of compliance related issues


* Maintain a strong knowledge of banking and regulatory environments


* And conduct other duties as assigned

Education and Experience Requirements


* Bachelor's degree strongly preferred


* 3-5 years of banking experience


* Experience with banking regulatory compliance experience


* CRCM Certification preferred


* Or an equivalent combination of education and experience that provides the required knowledge, skills, and abilities

Knowledge, Skills, and Abilities Requirements


* In depth knowledge of bank regulations, requirements, and application of those regulations


* Establishes effective working relationships among team members


* Participates ...