Individual Segment Complaints Management

First National Bank

76d • $62,047 - $102,377

About The Position

As the Complaint Management, Associate II, you will lead a key first-line program and will be responsible for subject matter expertise related to business units within the Banking Division for FNBO Complaint Resolution. This role works independently and is accountable for ongoing complaint and trend analysis. Additionally, this role will be accountable for ongoing reporting and escalation of trends.

Requirements

• 2-3 years of experience working and overseeing complaints.
• Demonstrated knowledge of Banking Division’s business unit’s processes, products, and services.
• Possesses strong analytical skills to conduct thorough root cause analyses, identifying fundamental issues behind complaints and developing sustainable solutions to prevent recurrence.
• Demonstrates proficiency in analyzing large data sets and effectively translating complex findings into clear, actionable insights tailored to various stakeholders' needs.
• Ability to self-drive to identify tools and resources to aide in day-to-day job accountabilities.
• Ability to prioritize and execute work on own within required deadlines.
• Strong interpersonal and written and oral communication skills.
• Knowledge of regulations and laws applicable to Banking Division.
• Experience with Excel.
• Experience working within SalesForce.
• Candidates must possess unrestricted work authorization and not require future sponsorship.

Responsibilities

• Analyze and synthesize complaint and survey data across all business units in the Banking Division, developing actionable insights from complex datasets.
• Lead comprehensive root cause analyses to identify systemic issues behind complaint patterns, presenting findings to key stakeholders.
• Develop and implement data-driven action plans based on analytical findings to address complaint trends and prevent recurrence.
• Ensure data integrity and accuracy in complaint management systems, providing validated raw data reporting to KPI and KRI teams.
• Partner with second-line teams to provide supporting documentation and analytical evidence in a timely manner.
• Proactively identify opportunities to enhance complaint tracking methodologies and documentation practices through data analysis and visualization techniques.
• Provide periodic training on the complaints program that aligns with second-line requirements.
• Collaborate with Third-Party Vendor Management team regarding third party/ CBS complaints.
• Responsible for ongoing monthly and quarterly reviews including: 1) emerging risks, 2) complaint trend analysis, 3) anticipation of customer impact opportunities, and 4) ongoing complaint monitoring.

Benefits

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Time Off Programs
• Health Savings Account (HSA)/Dependent Care
• Employee Banking
• Growth Opportunities
• Tuition Assistance
• Short-Term/Long-Term Disability Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees