Research And Remediation Analyst 2
Posting ID: JP-002179564
Multiple openings within the Executive Office of Small Business Complaints.
Candidates can expect to manage resolving a minimum of 10 cases per week. There is a large variety of products that the bank provides to their small business customers. 14 in total from credit cards, loans, equipment financing, payroll, savings, etc. All complaints that come in from these products will be required to be resolved within a timely manor. Expect a pipeline of 20+ complaints at any given time.
Initial response of complain received and then an investigation must occur. this will take extensive reading and communication within a variety of internal contacts and vendors of the bank. You can expect common and complex complaints for review on a daily basis.
Typical Complaint - "My PPP Loan was not approved!" "When applying for a loan application, discrimination occurred."
There is a 1-800 number for Small Business Owners to reach out and speak with an agent. This will be apart of your role to support. Expect about 25% of your time on the phone and 75% of your researching and reviewing complaints.
Responds to and researches and resolves escalated inquiries and complaints requiring special handling and that may have been forwarded by mgmt committee members, agencies, and/or tenured business leaders. This may include a review of in-process, closed or cancelled single loan/credit exceptions, applications, claims, files and/or on-line transactions, etc., individually or in aggregate, to determine if processes/documents are in compliance with internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements and/or government regulations or to perform remediation activities. Performs intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc., creating correspondence as needed, processing complex and/or corrective transactions on-line (including monetary and non-monetary actions). Communicates with others (including customers, merchants, clients, executives, agencies, regulators, bankers) to ensure resolution/negotiation of sensitive and/or time-critical matters. May serve as an intermediary to resolve disputed matters; negotiates and enacts settlements. For transactions identified with material deficiencies, provides feedback to internal and external customers, including identification of fraud red flags and inconsistencies. Analyzes transaction quality/deficiencies, risks, and offsets and recommends solutions. Has similar authorities as first tier supervisors to make override decisions; refers recommendations exceeding authority levels and/or items unable to meet resolution to management for review. Other duties include project work related to process improvements, performance of ongoing reviews as needed. Typically generates reports and summarizes results. Typically performs team leadership, provides work direction. Acts as a mentor to lower level team members; may assist with their development.
Required Qualifications: 5+ years of customer contact experience in a financial services environment; or 4+ years of experience in one or a combination of the following: financial services operations, underwriting, or quality assurance Desired Qualifications: Advanced Microsoft Office skills Ability to navigate multiple computer systems, applications, and utilize search tools to find information Excellent verbal, written, and interpersonal communication skills.
Customer service, Call center, Customer support, Technical support, banking finance, business operation
Top Skills Details:
Additional Skills & Qualifications:
3+ years of recent tenure in customer support
Prefer finance and banking
Recruiter: Nicholas Graham
Phone: (952) 852-2202