Resolution Analyst

Northwest Bank•Columbus, OH

12d

About The Position

The Resolution Analyst is responsible to identify the applicable laws and regulations related to complaints, while also performing research, investigation, negotiation, and resolution of all types of customer appeals and grievances. Essential Functions • Understand the reasons and factors behind complaints and working toward solving customers’ problems • Assist in identifying root cause issues when working through customer complaints, meeting with product development teams and relaying customer complaints relating to their product, customer service and support executives in order to provide solutions for complaints regarding non-compliant customer service, meeting with customers and handling their complaints directly, and in preparing reports, discuss reports and manage meetings with outside/internal examiners regarding compliance functions listed above • Ensure document and data integrity, and compliance within subsidiaries and affiliates • Review the list of complaints from customers • Monitor complaints and works toward reducing their numbers • Communicate guidance to appropriate business units • Prepare findings report and executive & board summary reports • Analyze complaints and determine root cause • Keep an inventory of customer complaints in order to review them and improve the standards of Northwest • Maintain regulatory compliance in nontraditional banking business units • Recommend improvements to procedures • Maximize technology tools available, and benefits to Northwest • Minimize departmental non-payroll costs and risk Additional Essential Functions • Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations • Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency • Work as part of a team • Work with on-site equipment Additional Responsibilities • Complete special projects as assigned Safety and Health for those without supervisory duties • Abide by the rules of the safety and loss prevention program • Perform work tasks in a safe manner • Report any and all injuries to supervisor • Know what to do in case of an emergency

Requirements

Bachelor's Degree in business or related degree
2 - 6 years of customer service and/or regulatory compliance business related experience
Ability to establish effective working relationships among team members and participate in solving problems and making decisions
Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
Excellent customer service ethics and troubleshooting skills
Exceptional communication skills
Has a genuine concern for customer complaints, strong ability to investigate complaints in order to determine the root cause, and is creative in finding solutions for complaints
Organized and meticulous
Maintains outstanding customer relations
Ability to work under stress, and highly result oriented
Ability to provide and implement a regulatory compliance program for non-traditional banking functions and ability to provide ongoing monitoring of those business units
Ability to aid in the enhancement of the Company’s Fraud protection program.

Responsibilities

Identify the applicable laws and regulations related to complaints
Perform research, investigation, negotiation, and resolution of all types of customer appeals and grievances
Understand the reasons and factors behind complaints and working toward solving customers’ problems
Assist in identifying root cause issues when working through customer complaints
Meet with product development teams and relay customer complaints relating to their product
Meet with customer service and support executives in order to provide solutions for complaints regarding non-compliant customer service
Meet with customers and handling their complaints directly
Prepare reports, discuss reports and manage meetings with outside/internal examiners regarding compliance functions
Ensure document and data integrity, and compliance within subsidiaries and affiliates
Review the list of complaints from customers
Monitor complaints and works toward reducing their numbers
Communicate guidance to appropriate business units
Prepare findings report and executive & board summary reports
Analyze complaints and determine root cause
Keep an inventory of customer complaints in order to review them and improve the standards of Northwest
Maintain regulatory compliance in nontraditional banking business units
Recommend improvements to procedures
Maximize technology tools available, and benefits to Northwest
Minimize departmental non-payroll costs and risk
Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
Work as part of a team
Work with on-site equipment
Complete special projects as assigned
Abide by the rules of the safety and loss prevention program
Perform work tasks in a safe manner
Report any and all injuries to supervisor
Know what to do in case of an emergency