Consumer Complaints Supervisor

Summary:

Responsible for overseeing the day-to-day operations of the consumer complaints processes, to include, working with Programs to identify, track and respond to issues/complaints associated with a variety of card products.

Qualifications:

Education: Associates Degree preferred.

Experience: Two to three years of related experience and/or training, preferably in a financial institution and/or with card systems. Previous customer service experience. Previous supervisory experience. Or equivalent combination of education and experience.

Essential Functions:

• Responds to escalated phone complaints; forwards to the appropriate program(s), provides follow-up on those that require further action, responds to customers, and records outcomes in the appropriate database/tool.
• Responds to physical complaints received via mail; scans mail, forwards to the appropriate program(s), partners with internal Compliance and/or Legal as appropriate, records outcomes in the appropriate database/tool.
• Responds to complaints received via the website; forwards to the appropriate program(s), partners with internal Compliance and/or Legal as appropriate, records outcomes in the appropriate database/tool.
• Responds to BBB/regulatory complaints; forwards to the appropriate program(s), partners with internal Compliance and/or Legal as appropriate, records outcomes in the appropriate database/tool, files responses with the appropriate agencies within the appropriate timeframe.
• Liaisons with the Call Center regarding consumer complaint handling processes and procedures.
• Reviews agency complaints and drafts responses.
• Responsible for addressing more escalated and complex issues.
• Responsible for training new Consumer Complaint Analysts.
• Supervises Analysts, ensuring that the schedule is appropriately maintained.
• Works with HR to initiate corrective action and/or development plans, evaluate performance and develop staff members.

Knowledge/Skills/Abilities:

• The ability to communicate effectively and clearly, both in verbal and written communications.
• Excellent interpersonal skills.
• Strong knowledge of the business area that is being supported.
• Self-directed and motivated.
• The ability to manage multiple tasks.
• Provide exceptional customer service with each interaction. Exercise good judgment when performing job functions to safeguard the assets of the bank and the customer.
• Strong administrative skills.
• The ability to adapt to a changing and fast-paced work environment.
• Strong analytical skills.
• Familiarity and prior work with banking regulations, specifically, UDAP/UDAAP

Sutton Bank is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, pregnancy, disability or protected veteran status.