Complaint Administrator

City National Bank • Newark, NJ

13h • $50,000 - $80,000

About The Position

Responsible for reviewing complaints entered into the complaints tracker to determine if the complaint was responded to timely, adequately, and completely to resolve or conclude the complaint for the customer or consumer and insuring regulatory assignments are accurately documented.

Requirements

• Minimum 3 years of Complaints Administration preferably in Compliance
• Minimum 5 years of experience in banking
• Ability to handle problem situations with colleagues effectively and take appropriate action.
• Ability to operate effectively in a fast paced environment.
• Strong ability to work in a complex team environment requiring exceptional verbal and written communication, project management and organizational skills.
• Excellent attention to detail and follow-up skills.
• Ability to perform functional duties and related positions with minimal supervision.
• Excellent interpersonal/customer service skills; broad knowledge of regulatory requirements.
• Ability to analyze complex situations and provide guidance, makes recommendations, and/or escalates the issues to appropriate level of management.
• Ability to multi-task and switch gears to work on special projects.
• Exceptional PC skills required, including all Microsoft Office applications.

Responsibilities

• Evaluates daily complaints to ensure proper risk classification, routing and closure.
• Escalate complaints to ensure timely completion within SLAs.
• Develop, manage, test and perform the implementation of complaint system enhancements.
• Evaluate and independently assign compliance taxonomy, while evaluating root cause, substantiated vs unsubstantiated complaints. Coordinate with Fair Lending team on Complaints responses to OCC, CFPB and other agency responses.
• Escalate complaints which constitute potential issue to Fair Lending, Program, Privacy and Advisory teams.
• Escalate potential training needs for further evaluation.
• Manage compliance initiatives for leveraging technology and enterprise tools for increased efficiencies for the bankwide complaint program.
• Manage and oversee data reporting and extracts for complaint management reporting.
• Administrator for the Complaint Tracker Shared Mailbox and the OCC/CFPB portals.
• Provides on-demand training for people on the Complaint Tracker as needed.
• Manage the bank wide complaint administration process, procedures, policy and training program. Manage the alignment and reporting of complaints with US RBC framework, design and program.
• Complaint intake quality control review to ensure timely entry, correct taxonomy and complete documentation when required.
• Quality Control Review of all resolved assigned complaints to ensure, timely resolution, taxonomy, and complete resolution process was followed to include the escalation review.

Benefits

• Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
• Generous 401(k) company matching contribution
• Career Development through Tuition Reimbursement and other internal upskilling and training resources
• Valued Time Away benefits including vacation, sick and volunteer time
• Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
• Career Mobility support from a dedicated recruitment team
• Colleague Resource Groups to support networking and community engagement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees