Complaints Manager

Description

Westamerica is among the largest commercial banks headquartered in California. We are looking for outstanding people to join our winning team. We reached our current strength because our employees, customers, and shareholders believe in the same fundamental goals: Delivering a wide variety of financial services with a superior customer service guarantee.

Under General Managerial Guidance: Manages activities related to the Bank's Complaints Program. Ensures complaints are properly investigated and responded to. Chairs the Complaint Committee.

ESSENTIAL FUNCTIONS: Fundamental Duties Spent Performing Function

1. Manages day-to-day operational functions related to the Bank's Complaints

Program through the following activities:

• Assists branches, departments and management with documenting and resolving customer complaints and feedback.
• Assists with and approves all written responses for complaints.
• Assists with complaint investigations, including determining investigation strategies. Coordinates with internal and external resources to ensure customers and agencies receive timely and comprehensive responses.
• Provides regular updates to the Compliance Manager and senior management on complaints that identify potential compliance risk.

2. Manages compliance activities related to the Bank's Complaints Program:

• Perform root cause and trend analysis.
• Analyze complaint data to identify gaps in training, policies, or procedures, and recommend improvements.
• Engage with business units and/or Compliance Division in compliance risk identification and remediation.
• Prepare risk assessments.

Chairs the Complaints Committee. Prepares and presents complaints statistical reports to the Complaints Committee, senior management, and the Board of Directors.

Manages the Bank's California Consumer Privacy Act (CCPA) compliance program. Coordinates research requests, maintains database, and prepares responses.

Supports divisional and corporate strategic objectives.

• Develops and implements short- and long-range departmental goals.
• Participates in divisional and corporate projects.
• Identifies, proposes, and implements process changes to reduce expenses and/or enhance service.

3. Performs additional job-related duties as required.

Minimum Knowledge, Prior Work Experience, and Skills Needed to Perform Job Functions:

Previous banking experience where the incumbent has gained a thorough knowledge of financial products and services, banking regulations, and banking operations. Excellent analytical, research, organizational, interpersonal, communication and customer service skills are required. Must be proficient in Windows environment i.e. Microsoft Word, Excel & Access software.

Physical Demands:

• Sits for extended periods of time working on mainframe or PC keyboard or talking on telephone.

Mental Demands:

• Utilize knowledge of bank operations/policies, legal requirements & regulatory issues to complete complex assignments.
• Analyze current operational procedures and systems to recommend changes to improve processes and minimize compliance risk.
• Prioritize multiple demands while continuing to meet established service standards.

Equipment Used to Perform Functions:

• PC, telephone, fax, copier, and 10-key calculator.

Decision Making: (Give examples of decisions and recommendations made by incumbent)

• Identify potential training enhancements regarding the Bank's Complaints Program and other compliance topics.
• Identify root cause of complaints and potential compliance risk.

Supervisory Responsibility: (List number of subordinates)

Directly: 0

Indirectly: 0

Financial Impact:

• A successful Complaints Program is necessary for the success of the Bank's overall compliance program and is key to Westamerica's strategic plan regarding acquisitions. Failure to identify or react to valid complaints or trends could result in regulatory action and monetary penalties.

Contacts: Internal: All levels of departmental, branch and corporate personnel. External:Customers, regulatory personnel, attorneys, State and Federal agents.

EOE

Westamerica Bank's Privacy Policy may be found at: www.westamerica.com/about/privacy