JOB RESPONSIBILITIES  

Collecting, Analyzing and Reporting Feedback 

• Gather and analyze client feedback from call centers, bank branches, the Office of the President, and third-party vendors.

• Prepare and distribute recurring and ad hoc dashboards, reports, and written summaries that highlight key client insights.

• Identify trends, service recovery needs, and potential compliance risks, and communicate findings to stakeholders in near real-time.

• Support internal and external audit requests related to complaints. 

• Track planned and unplanned events (e.g., system outages, product launches) to provide context for client feedback and complaint volume. 

• Complete ad hoc data analysis to support business decisions.

Complaint Mitigation & Experience Improvements  

• Plan, coordinate, and facilitate monthly cross-departmental complaint mitigation meetings. 

• Track and follow up on action items and experience improvement initiatives, escalating to leaders or business partners as needed. 

• Leverage client data and trends to recommend updates to policies, procedures, or processes to improve client satisfaction and loyalty. 

• Monitor and report progress on customer experience initiatives and highlight successes in reports, audits, and organizational updates. 

ADDITIONAL ACCOUNTABILITIES 

• Adhere to assigned work schedules, including all required meetings and events. 

• Maintain flexibility to support business needs, including occasional evenings, weekends, and holidays. 

• Support the bank’s Enterprise Complaint Management (ECM) program and program success by training and educating teammates on complaint expectations, ensuring complaint handling tools and resources are updated, intuitive, and comprehensive; documenting key finding or issues for escalation or resolution. 

• Perform special projects, additional duties and responsibilities as required.

• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings.  Accountable to maintain compliance with applicable federal, state and local laws and regulations.  

JOB REQUIREMENTS  

Required Qualifications: 

• Education level required: ​High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent.​   

• Minimum experience required: ​2+ Years​ of client service and/or contact center experience.  

• Minimum experience required: ​2+ Years​ of business writing, reporting and data analytics experience.  

Preferred Qualifications: 

• ​​Undergraduate Degree (4 years or equivalent)​ Business Administration or related field.  

• Experience in financial services, banking or client advocacy roles. 

• Strong working knowledge of CRM tools (e.g. Microsoft Dynamics, Salesforce) and data visualization platforms (e.g. Tableau, PowerBI).

• Proficiency in Microsoft Office Suite.  

• Familiarity with audit, compliance or regulatory reporting requirements.

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Job Competencies: 

• Strong verbal and written communication skills, with the ability to explain complex analysis to varied audience.

• Strong analytical skills with the ability to identify patterns, trends, and root causes.

• Strong accountability, follow-through and proven success in meeting deadlines and achieving measurable business results.

• Ability to balance multiple priorities while maintaining accuracy and attention to detail.

• Conflict resolution skills with the ability to maintain professionalism under pressure.

• Positive, solutions-oriented attitude in interactions with leaders and peers.

• Collaborative mindset, able to partner effectively across teams and functions. 

• Flexibility to adapt to new tools, processes, and evolving business needs. 

• Commitment to accuracy, compliance, and ethical decision-making.

• Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights. Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results.

• Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience. 

• Fosters or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders. 

• Physical demands (ADA): ​The job requires a moderate degree of physical exertion and stamina such as standing, sitting, walking, driving or infrequent lifting.​