Complaint Resolution Specialist (Flex/Hattiesburg)

Regions Bank•Hattiesburg, MS

2d•$39,150 - $47,286•Hybrid

About The Position

At Regions, the Complaint Specialist researches and resolves customer complaints received from the Office of Customer Satisfaction’s Customer Complaint Program. This position requires the tracking of time and is eligible for overtime hours worked in excess of 40 per week under the Fair Labor Standards Act.

Requirements

High School Diploma or GED
Two (2) years of contact center, branch or banking experience
Ability to interpret and ensure compliance with applicable rules, regulations, and industry guidance
Ability to manage multiple tasks and deadlines in a highly detailed, fast paced environment
Excellent de-escalation and complaint resolution skills
Extensive product and systems knowledge
Proficient in Microsoft Office (specifically Word, Excel)
Strong analytical and problem-solving skills
Strong interpersonal skills
Strong verbal and written communication skills

Nice To Haves

Bachelor's degree
Experience with business or professional written correspondence

Responsibilities

Researches, resolves, and responds to complaints from the Centralized Customer Complaint (CCC) Database
Follows guidance outlined in the Customer Complaint Program
Handles the complaint to ensure all tasks are completed
Ensures complaint summary, associate action and resolution taken is thorough
Attaches supporting documentation and correspondence as appropriate
Communicates with management to coordinate efforts and resolution of customer complaints
Identifies opportunities for process improvement
Maintains statistics regarding type and volume of requests processed
Ensures compliance with risk management programs, rules and regulations, and cybersecurity practices; identifies opportunities for and supports process improvements; applies disciplined change management practices