Customer Complaint Specialist - Banking

We are seeking a highly motivated individual with experience in customer success and handling customer complaint alerts within a banking setting. This role focuses on completing the Complaint Review & Root Cause Analysis process, including all related administrative tasks.Key Responsibilities:Record all complaints received from various channels Properly categorize complaints based on the level of risk to the organization to facilitate tracking and prioritization.Research, investigate, and respond promptly to each complaint by gathering all relevant information and collaborating with internal departments (excluding Fraud and Regulation E-related matters).Escalate complaints to subject-matter experts (SMEs) when necessary.Conduct root cause analysis to determine whether a complaint is isolated or systemic, set corrective action target completion dates, and monitor progress to resolution.Ensure restitution, when applicable, is executed within the established timeframe.Identify and escalate complaints requiring compliance or legal review as appropriate.Requirements3+ years of experience working in similar environment. Experience with customer complaint resolution and analysisExperience working in a banking or credit card company environment is a mustBilingual - English & Spanish highly preferredMust demonstrate strong analytical problem-solving and structured time management skills.Effective written communication skills to develop related emails and formal customer complaint response letters.

Created: 2025-01-15