Complaint Resolution Analyst

Job Summary

The Complaint Resolution Analyst will assist the Senior Complaint Resolution Officer in the timely resolution and handling of complaint responses. The analyst will be expected to track complaints received by TAB Bank as well as complaints received by the strategic partners. This position will review supporting documentation for complaints provided by internal stakeholders and strategic partners.

Essential Duties and Responsibilities

• Manages intake of complaint data in line with standards, policy, and procedures
• Ensures complaints and responses are accurately recorded and submitted to each agency, as required.
• Provides subject matter expertise to Senior Complaint Resolution Officer on effective complaint management processes to support and enable proper response, risk mitigation and remediation, if needed
• Assists in identifying potential trends in escalated complaints
• Prepares reporting of complaint data in visualization dashboards
• Develops strategies for the continuous monitoring, evaluation and improvement of complaints management
• Keeps abreast of banking practices and regulatory changes while dealing with a diverse range of complex matters in a high volume or sensitive environment
• Participates in various conferences, seminars, and other activities for continuing education of compliance related issues
• Performs additional duties as assigned.

Education and Experience Requirements

• High School Degree or equivalent
• 3-5 years of banking experience
• Must have good analytical and communication skills, both verbal and written
• Must be organized, detail-oriented and able to multi-task
• Banking regulatory compliance experience, preferred
• CRCM Certification strongly preferred or an equivalent combination of education and experience

Knowledge, Skills, and Abilities Requirements

• Able to read and interpret complex text
• 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
• Strong computer skills in a Microsoft Windows environment (Excel, Word 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.