Customer Experience Resolution Specialist

3 days ago


Pittsburgh, Pennsylvania, United States First National Bank (FNB Corp.) Full time
Job Overview:
FNB Corp. is seeking a Customer Experience Resolution Specialist to manage the daily functions of customer feedback and complaint escalation programs. This role ensures all feedback is categorized, analyzed, and effectively resolved. The ideal candidate will have excellent management skills, organizational abilities, and communication expertise.

Responsibilities:
• Monitor adherence to Customer Feedback Program policy and procedures
• Identify and report on employee participation
• Ensure customer responses comply with FNB's Complaint Policy
• Oversee timely delivery of reporting generated from feedback
• Communicate findings to department heads and recommend policy changes
• Ensure escalated complaints are researched and resolved

Requirements:
• BA or BS degree
• 5 years of experience in a related position, including retail and/or customer service
• Excellent management, organizational, analytical, and interpersonal skills
• Ability to work in a fast-paced environment and multi-task
• Detail-oriented with excellent customer service skills
• Familiarity with Consumer regulatory requirements and bank systems technology

Salary Range:$80,000 - $110,000 per year, based on location and experience.

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