Senior Complaint Management Specialist

16 hours ago


Helena, Montana, United States Flagstar Bank, N.A. Full time
Job Title: Senior Complaint Management Specialist

Flagstar Bank, N.A. is seeking a highly skilled Senior Complaint Management Specialist to join our team. As a key member of our Customer Experience department, you will be responsible for leading the oversight and insight team, which includes the Customer Experience team, Office of the President team, and Communications Change Management team.

The ideal candidate will have a strong background in complaint management, customer experience, and team leadership. You will be responsible for managing the bank's Enterprise Complaint Management program across all lines of business, ensuring strong processes, procedures, reporting, and controls in accordance with regulatory requirements.

Key Responsibilities:

  • Manage the bank's Enterprise Complaint Management program across all lines of business
  • Ensure strong processes, procedures, reporting, and controls in accordance with regulatory requirements
  • Oversee regulatory complaint portals and ensure compliance with SLA requirements
  • Present complaint trends, findings, and mitigation across several operating committees
  • Manage recurring and ad hoc feedback reports and dashboards
  • Fulfill related internal and external audit requests
  • Manage the administration and development of complaint management systems and other tools
  • Work with leaders to continuously assess and refine complaint management and customer strategic direction

Requirements:

  • Strong background in complaint management, customer experience, and team leadership
  • Excellent communication and interpersonal skills
  • Ability to work in a fast-paced environment and prioritize multiple tasks
  • Strong analytical and problem-solving skills

Flagstar Bank, N.A. is an equal opportunity employer and welcomes applications from diverse candidates. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.



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