Employment Type:  Regular

Full/Part Time:  Full-time

Division:  Division Operations

Job Description:  GENERAL FUNCTION: Responsible for the complete workflow management and resolution of Federal Reserve and Comptroller of the Currency complaints, ensuring the Bank's accurate and timely written communication meets established Bancorp requirements and Regulatory service level agreements (SLA). Responsible for minimizing reputational and financial risk to the Bancorp as it relates to assigned complaints, while focusing on customer experience and retention. DUTIES & RESPONSIBILITIES: * Responsible for the complete and accurate resolution of assigned consumer complaints received from Federal Regulatory agencies within established SLAs, ensuring complete resolution according to established Bancorp communication standards. * Communicates Bank's written response directly to Federal Reserve and OCC examiners with requested supporting documentation. * Reviews all assigned work for potential regulatory and reputational risk. Communicates any potential risks to management. * Responsible for identifying potential follow-up requests from Federal examiners, compiling and responding to all follow-up questions/documentation requests from Federal examiners related to their assigned complaints. * Interacts with the Line of Business Compliance Officers and Attorneys to ensure the Bank's response is completed in accordance with Federal, State and Bancorp policies. * Partners with the Lines of Business to stay abreast of their processes and the potential impact they have on complaint resolution. * Maintain a Subject Matter Expert (SME) level of knowledge of all Bancorp products and services as they relate to operational procedures and how they are used in problem resolution. * Archive all data in Customer Issue Tracking (CIT) within departmental guidelines. * Ensure all communication directly to the regulator is sent via secure e-mail or other means. * May assist with other consumer telephone calls, letters and emails received from Executive Management, the Board of Directors, and Better Business Bureau with complete resolution to their problem. * Communicate to management any trends identified when reviewing or researching consumer complaints. * Updates and maintains Customer Issue Tracking (CIT) within departmental guidelines. * Assist in the development of standardized letter templates on a periodic or ad hoc basis. * Promotes and sells company products or services when appropriate to the situation. * Perform any other duties as assigned.

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MINIMUM KNOWLEDGE & SKILLS REQUIRED: * BachelorÆs Degree in a business related area or equivalent work experience. * Minimum of three years experience in General Banking compliance regulations. * Experience working with regulatory agencies. * Minimum of five years experience in Customer Service, Complaint Resolution or related function in the banking industry. * Excellent verbal and written communication skills. * Strong analytical skills with a demonstrated ability to resolve complex consumer account problems. * Strong facilitation and presentation skills and ability to build client relationships required. * Proficiency with MS Office applications and data base reporting/management preferred. * Excellent project management, analytical, interpersonal, communications and presentation skills.

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