Complaints Management Analyst Lead
6 days ago
Every career journey is personal. That's why we empower you with the tools and support to create your own success story.
Be challenged. Be heard. Be valued. Be you ... be here.
Job Summary
The Complaints Management. Analyst, Lead is responsible for supervising the Complaints Management team, which reviews complaints and responds to consumers and Bank regulatory agencies, including review and analysis of the complaint, potential issues, and risks involved. This includes verifying supporting documentation, analyzing the situation to determine if any regulatory violations occurred, identifying opportunities for process improvement or customer experience enhancements, escalating issues as necessary, and reviewing/editing the Responders written response to the complaint. This position is also responsible for assisting with training and providing coaching and feedback to Responders on their Quality reviews and to improve performance/efficiency.Essential Job Functions
Leadership- Responsible for assigning work, approving time, and leading and coaching associates; Review monthly and weekly reporting metrics prepared by Team members.Conducts training for new team members and one-on-one coaching and feedback for improved performance. Providesrefresher training for existing team members, based upon identified trends while reviewing responses; Assists associates with complaint/inquiry, supporting documentation and drafted letter responses. Servesas subject matter expert for regulatory knowledge as it relates to complaints. Workswith Compliance Advisory to provide insight to detailed complaints and high-level trending to impacted business area(s).Ensure all complaint case SLA’ s is adhered to set stipulated timelines by the Bank,Negotiates, facilitates, and presents information in an articulate, professional, and digestible manner.
Documentation and Feedback -Appliesknowledge of Microsoft Office tools such as Word, Excel, PowerPoint, and Teams to execute daily work.Demonstrates leadership by driving projects to meet milestone dates, utilizing critical thinking skills to help analyze business problems and recommending solutions, and collaborating with stakeholders to resolve problems and gaining consensus on the best solution.Direct associates through feedback regarding necessary edits and suggestions on letters to consumers and regulatory agencies. Provides regular feedback to associates regarding trends with complaints, edits, feedback, etc.
Risk Identification – Usesintelligence gathered from complaint analysis to identify all risks and process improvement opportunities and escalate appropriately. Including but not limited to risks associated with: Unfair, Deceptive or Abusive Acts and Practices, Fair Lending, Community Reinvestment Act, customer experience enhancements, error identification (systemic, procedural and associate).
Process Improvement – Assistswith and/or leadsprocess improvement projects or initiatives to enhance the complaint response process. Partnering with compliance and other areas of the business on projects..Ensure minimum quality feedback and rejection for all complaint cases submitted to the QC team
Reports to : Managerorabove
Working Conditions/ Physical Requirements : Normal office environment
Direct Reports : Yes
Minimum Qualifications :
DegreeRequired : MBA or equivalent degree
Area of Study: Businessand Operations
Years of Work ExperienceRequired : Eight to ten
Type / focus of work experience required: Experience in the field of /Credit Review/Fraud investigations/Credit Card industry
Preferred Requirements:
Four or more years in a Leadership capacity
Other Duties
This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.
About Bread Financial
At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We’ve been consistently recognized as a best place to work nationally and in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
Bread FinancialTM is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive suite of payment solutions that includes private label and co-brand credit cards and Bread Pay™ buy now, pay later products. Bread Financial also offers direct-to-consumer products that give customers more access, choice and freedom through its branded Bread CashbackTM American Express® Credit Card and Bread SavingsTM products.
Headquartered in Columbus, Ohio, Bread Financial is powered by its approximately 7,000 global associates and is committed to sustainable business practices.
All job offers are contingent upon successful completion of credit and background checks.
Bread Financial is an Equal Opportunity Employer.
Job Family:
Enterprise RiskJob Type:
Regular-
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