AVP, Complaints Management

AnAVP, Complaints Management will provide oversight, investigation, coordination and facilitate responses to Bank management and other stakeholders. The coordinator will ensure all escalated complaints are handled in a professional, proper, and timely manner. Additionally, this position will be responsible to track, evaluate, and escalate complaint trends for evaluation and remediation, if needed.

Essential Duties and Responsibilities

• Manage complaints in line with standards, policy, and procedures, and identify and facilitate effective and proper resolutions of escalated complaints
• Provide subject matter expertise to stakeholders on effective complaint management processes to support and enable proper response, risk mitigation and remediation, if needed
• Ensure complaints and responses are accurately recorded, and proper policies and procedures are adopted for triage, resolution, and escalation to ensure all complaints are managed effectively and to minimize risk
• Develop strategies for the continuous monitoring, evaluation and improvement of complaints management and make recommendations to facilitate informed decision making, drive product and service improvements and build a culture of continuous improvement
• Develop and maintain collaborative relationships with all stakeholders to develop a mutual understanding on complaints management escalation processes and facilitate effective complaints resolution
• Keeping abreast of banking practices and regulatory changes while dealing with a diverse range of complex matters in a high volume or sensitive environment
• Effectively prioritizing workflow in a high volume and time pressured environment where inputs and information from multiple internal and external sources are required to complete activities
• Acting as a change agent and implementing change processes and plans in the solution of stakeholder and customer issues in an environment where there may be resistance to change
• Compile statistics and information designed to document conformity with compliance policies and procedures.
• Interact with state and federal regulatory examiners
• Participate in various conferences, seminars, and other activities for continuing education of compliance related issues
• Maintain a strong knowledge of banking and regulatory environments
• And conduct other duties as assigned

Education and Experience Requirements

• Bachelor's degree strongly preferred
• 8-10 years of banking experience
• Minimum 5 years banking regulatory compliance experience
• CRCM Certification strongly preferred
• Or an equivalent combination of education and experience that provides the required knowledge, skills, and abilities

Knowledge, Skills, and Abilities Requirements

• In depth knowledge of bank regulations, requirements, and application of those regulations
• Establishes effective working relationships among team members
• Participates in solving problems and making decisions
• Obtain and maintain proficient knowledge of bank products, services, policies and procedures
• Strong interpersonal skills and able to use those skills to motivate people to change
• Able to work independently
• Able to read and interpret complex text
• Strong attention to detail and effective written and oral communication skills are required
• Strong computer skills in aMicrosoft Windows environment (Excel, Work and Outlook)

TAB Bank Offers:

• Onsite Gym
• Tuition Reimbursement
• Paid Holidays
• Gym Reimbursement
• College Scholarships for Employees and Families
• 401(k)
• Paid Time Off (PTO)
• Employee Assistance Program (EAP)
• I Made the Grade
• Holiday Club Program
• Medical, Dental, Vision, Life and AD&D, Voluntary Disability, Flex Spending & Dependent Care

TAB Bank will not sponsor applicants for work visas.