Consumer Platforms, Transaction Disputes Complaint Manager, Associate, Richardson

Job Description

In Platform Solutions (PS), we power clients with innovative and customer-centered financial products. We bring the best qualities of a technology player and combine that with the best attributes of a large bank. PS is comprised of four main businesses, underpinned by engineering, operations and risk management:

• Transaction Banking, a cash management and payments platform for clients building a corporate treasury system
• Enterprise Partnerships, consumer financial products that companies embed directly within their ecosystems to better serve their end customers
• Merchant Point-of-Sale Lending, a platform that provides custom credit financing for home improvement merchants to offer directly to their customers
• ETF Accelerator, a platform for clients to launch, list and manage exchange-traded funds

Join us on our journey to deliver financial products and platforms that prioritize the customer and developer experience.

Job Summary: As a Complaints Manager on our Transaction Disputes Team, you will be responsible for handling customer complaints and escalations related to their disputed transactions. You will work closely with other departments to investigate complaints, determine root causes, provide analysis and implement solutions to prevent future complaints. Your goal will be to resolve complaints within strict SLA's in an efficient and effective manner while ensuring customer satisfaction and regulatory compliance. Prior experience preferred in credit card Transaction Disputes, Regulation Z and banking operations for an online/digital bank.

Responsibilities:

• Oversee the day-to-day operations of the Disputes Complaints Management Team.
• Receive and manage customer complaints and escalations from various channels related to banking products and services
• Work with team members as well as independently investigate complaints to determine root causes and appropriate resolutions
• Partner with Legal, Risk and Compliance teams on the review of detailed disputes research summaries validating the accuracy of dispute handling and ensuring appropriate resolution actions are completed
• Collaborate with other departments to research and resolve complaints in a timely and effective manner
• Provide guidance and development to team members in the effective management of the disputes complaints and escalations process
• Develop and implement processes and procedures to prevent future complaints
• Maintain accurate and detailed records of all complaints and their resolutions
• Communicate with customers throughout the complaint resolution process to provide updates and ensure their satisfaction
• Provide regular reporting and trend analysis to senior leadership on the nature and frequency of complaints, resolutions and any process or procedure enhancement recommendations
• Stay up-to-date with industry regulations and best practices related to complaints management

Requirements

• Bachelor's degree in business, finance, or a related field
• 3+ years of experience in banking, with a focus on complaints management or customer service
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Knowledge of banking products, services, and regulations
• Ability to work independently and as part of a team
• Attention to detail and strong organizational skills
• Ability to remain calm and professional when dealing with challenging or upset customers
• Proficiency in Microsoft Office and other relevant software applications