OOTP Complaint Resolution Consultant
Core
Final escalation point for the bank's highest level of escalated matters, handling complex concerns involving accounts, products, and experiences for current, former, and prospective clients.
Role type
Senior IC complaint resolution consultant
Builds
Resolutions for high-profile, high-risk complaints involving regulatory agencies, congressional offices, BBB, and social media
Domain
Banking / Financial Services
Deliverable
client delivery
Required skills
complaint handling, root cause analysis, business writing, regulatory response, case management, conflict resolution
Preferred skills
regulatory response experience, consumer advocacy experience, CRM tools (Microsoft Dynamics, Salesforce), financial services compliance knowledge, Spanish fluency
Technologies
Microsoft Dynamics, Salesforce, Microsoft Office Suite
Responsibilities
Handle escalations from regulatory agencies and social media; govern complaint intake sources; partner with business partners to diagnose and resolve issues; draft response letters meeting regulatory requirements; document complaint details in case tracking systems; manage worklist within SLA timeframes
Seniority
Mid-level, hands-on IC