Bancorp Resolution Specialist- DEX-2

Bancorp Resolution Specialist

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General Function:

Second level of escalated support for both the Contact Center and Consumer Bank. Handles complex customer interactions and provides outstanding customer service by answering customer's questions and ensuring complete issue resolution. Responsible for minimizing reputational and financial risk to the Bancorp as it relates to assigned complaints, while focusing on customer experience and retention. Works independently to manage the workflow of assigned consumer complaints through final resolution and complaint closure through the Case Management Tool (CMT).

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Position not available for immigration sponsorship.

Essential Duties & Responsibilities:

• Handles and resolves time-sensitive complaints/service requests including regulatory agencies from all channels including Consumer Contact Center, Mortgage Collections, and Consumer (Retail Branch).
• Knowledgeable in all consumer product (DDA, Credit Card, Mortgage, Installment Loan, Etc.) and in all servicing systems of varying complexity.
• Maintain a Subject Matter Expert (SME) level of knowledge of all Bancorp products and services as they relate to operational procedures and how they are used in problem resolution.
• Communicates with management any trends identified in complaint handling, including identification and escalation of high risk scenarios and systemic issues. Additionally, owns identified issues as applicable until they are resolved.
• Interacts with the Line of Business Compliance Officers and Attorneys, as applicable, to ensure the Bank's Response is completed in accordance with Federal, State and Bancorp policies.
• Responsible for the complete and accurate research and resolution of assigned consumer complaints/issues within established SLAs.
• Handles and resolves time-sensitive non- Regulatory and Regulatory (i.e. CFBP) complaints/service requests with utmost professionalism, sensitivity, and timeliness.
• Communicates issue resolution directly with the customer and ensures loop closure with internal partners, as applicable.
• Reviews all assigned work for potential regulatory and reputational risk.
• Collaborates with Lines of Business partners to improve complaint resolution processes and turnaround times.
• Partners with the Lines of Business to stay abreast of their processes and the potential impact they have on issue resolution.
• Completes proper complaint case documentation and closure as defined by Bancorp complaint management standards.
• Monitor complaint system dashboards and reporting to ensure that items are appropriately being worked to ensure adherence to SLAs, and escalates proactively to management as necessary when SLAs are at risk.
• Perform any other duties as assigned.

Minimum Knowledge, Skills and Abilities Required:

• High school education or equivalent.
• Minimum of 3 to 4 years of experience in a line of business related function or customer service.
• Demonstrated risk identification aptitude.
• 1 year experience on a Bancorp Resolution team, or equivalent experience.
• Advanced knowledge of Bank products, procedures, operating systems and State and Federal Regulations as they pertain to problem resolution.
• Strong analytical skills with a demonstrated ability to resolve complex consumer account problems.
• Excellent and verbal and written communication skills.
• Advanced computer knowledge of Microsoft Office Products.
• Ability to work efficiently and independently with a low margin of error.
• Ability to handle multiple tasks, handles shifting priorities, and work well under pressure.