Client Experience Complaint Coordinator

EverBank • Jacksonville, FL

1d

About The Position

The Client Experience Complaint Coordinator researches and responds to customer
survey and verbal complaints and other escalations accurately and timely within
company, investor, and regulatory guidelines to protect the customer and company
from litigation, fines, and penalties. This role supports all Bank lines of
business (Banking, Servicing and Commercial).

Nice To Haves

• 2+ years in customer complaint handling, escalations, or call center customer experience within financial services (banking or commercial banking).
• Working knowledge of banking regulations and complaint handling standards (e.g., CFPB expectations, UDAAP, Fair Lending, Reg E/Z/DD) with proven ability to adhere to policy and documentation requirements.
• Strong written and verbal communication skills with experience documenting investigations and resolutions in case management/CRM tools

Responsibilities

• Researches and ensures resolution of survey, verbal, and social media complaints.
• Provides client outreach to relay resolution, written as needed.
• Ensures any required system maintenance related to the response is performed (fees, account maintenance).
• Maintains the Bank’s position and reputation within responses and adheres to Bank policy and procedure guidelines.
• Works closely with other coordinators and lines of business to drive resolution of complaints. Provides necessary feedback about the root cause of the complaint.
• Assists with special projects and implements process improvement initiatives.
• Coordinates responses with management, Legal, and/or Compliance.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1-10 employees