Regulatory Complaint Specialists

Regulatory Complaint Specialist

Location: Blue Ash OH (ideal candidate will work fully remote however in order to be considered for conversion with client, applicant will need to be able to report to the Blue Ash, OH office) Contract: 2+ Month

Job Description: You will be responsible for building and maintaining strong relationships with both internal and external customers, through various contact channels and methods to resolve consumer complaints. This role is focused on understanding the needs of consumer(s) and providing quick, convenient, and accurate resolution to complaint(s), issues and inquiries. This position serves as an expert and advocate for our brands, representing the company positively and professionally, to ensure strong customer relationships and continued loyalty. At client, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make an impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.

Job Responsibilities

• Perform moderate to high risk analysis of account and transaction data to balance customer experience and risk for client.
• Ensure regulatory timeframes as well as internal Service Level Agreements [SLA] are met to avoid compliance violations, which include, but are not limited to issuance of credit, reversal of fees, interest reimbursement, mailing appropriate notification letters to customers, case closure timeframes, decision accuracy, account closures/blocks, etc.
• Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined.
• Analyze and utilize all bank records, systems, and case management systems to facilitate a comprehensive review of all disputed transactions and account closures/blocks.
• Assist customers and employees through inbound calls, chats, emails and text messaging.
• Identify and assess customer needs to resolve inquiries effectively.
• Build personal connections and relationships to promote customer retention and maintain customer loyalty.
• Function as a Subject Matter Expert (SME) and utilize critical thinking, multitasking, active listening and problem-solving skills to provide positive and creative options for customer resolutions.
• Ensure and maintain the safety, security, and privacy of customer information.
• Ability to successfully work in a fast-paced, ever-changing environment while meeting performance expectations and goals set by the business.
• Quickly and effectively apply coaching, feedback and training to improve individual performance and customer experience.
• Follow and promote all company policies, guidelines, procedures and expectations.
• Demonstrate regular and reliable attendance, maintaining punctuality of scheduled tasks.
• Demonstrate flexibility as needed to meet business needs (i.e. overtime, adjusted lunches and/or breaks).
• Complete additional tasks as requested to support business needs.
• Provide ongoing feedback on process and compliance standards.
• Perform other duties as needed.

Skills/Experience: Job Requirements

• 5 years of customer service experience
• Exceptional written skills with the ability to communicate with all levels of executive management.
• Ability to handle and resolve conflict positively and in a calm, professional manner.
• Demonstrated ability to work well in a fast-paced work environment.
• Committed to providing objective and unbiased analysis of work production.
• Ability to work both independently and in a team environment.
• Demonstrate good follow-up and follow-through techniques.
• Ability to explain a complex process in an easy-to-understand manner.
• Must be able to exercise discretion and independent judgment with minimal supervision
• Excellent organizational skills.
• Intermediate level of knowledge/expertise with PC hardware and software (Word, Excel, Access and PowerPoint).
• Ability to efficiently learn and navigate new systems and processes.
• Must achieve and maintain Escalated Call Certification.

Preferred

• 1 year experience with Dispute Analyst/Investigation background
• 3 years of regulatory, compliance, legal, audit, risk management or other relevant experience (e.g., resolution of customer complaints)
• Bachelors degree in Business or related field
• Knowledgeable in bank and deposit compliance regulations (e.g. Regulation E and UDAAP)
• Understanding in the areas of electronic funds transfer systems, reconciliations, chargebacks, regulations, and disputes related to the US banking system.
• Ability to speak and type fluently in English.