Complaint Administrator

• Evaluates daily complaints to ensure proper risk classification, routing and closure.
• Escalate complaints to ensure timely completion within SLAs.
• Develop, manage, test and perform the implementation of complaint system enhancements.
• Evaluate and independently assign compliance taxonomy, while evaluating root cause, substantiated vs unsubstantiated complaints. Coordinate with Fair Lending team on Complaints responses to OCC, CFPB and other agency responses.
• Escalate complaints which constitute potential issue to Fair Lending, Program, Privacy and Advisory teams.
• Escalate potential training needs for further evaluation.
• Manage compliance initiatives for leveraging technology and enterprise tools for increased efficiencies for the bankwide complaint program.
• Manage and oversee data reporting and extracts for complaint management reporting.
• Administrator for the Complaint Tracker Shared Mailbox and the OCC/CFPB portals.
• Provides on-demand training for people on the Complaint Tracker as needed.
• Manage the bank wide complaint administration process, procedures, policy and training program. Manage the alignment and reporting of complaints with US RBC framework, design and program.

Must-Have*

• Minimum 3 years of Complaints Administration preferably in Compliance Or
• Minimum 5 years of experience in banking

Skills and Knowledge

• Ability to handle problem situations with colleagues effectively and take appropriate action.
• Ability to operate effectively in a fast paced environment.
• Strong ability to work in a complex team environment requiring exceptional verbal and written communication, project management and organizational skills.
• Excellent attention to detail and follow-up skills.
• Ability to perform functional duties and related positions with minimal supervision.
• Excellent interpersonal/customer service skills; broad knowledge of regulatory requirements.
• Ability to analyze complex situations and provide guidance, makes recommendations, and/or escalates the issues to appropriate level of management.
• Ability to multi-task and switch gears to work on special projects.
• Exceptional PC skills required, including all Microsoft Office applications.