Senior Complaint Management and Customer Insights Director

4 weeks ago


Helena, Montana, United States Flagstar Bank, N.A. Full time
Job Title: Senior Complaint Management and Customer Insights Director

Flagstar Bank, N.A. is seeking a Senior Complaint Management and Customer Insights Director to lead the Oversight & Insight (O&I) team, which includes the Customer Experience (CE) team, Office of the President (OOTP) team, and Communications Change Management (CCMS) team.

Job Summary:

The Customer Experience Manager is responsible for overseeing the bank's Enterprise Complaint Management (ECM) program across all lines of business in partnership with Compliance, Risk, and Third-Party oversight areas.

Key Responsibilities:
  • Manage the bank's ECM program, ensuring strong processes, procedures, reporting, and controls across all first lines of defense in accordance with regulatory requirements.
  • Oversee regulatory complaint portals, ensuring compliance with SLA requirements.
  • Present complaint trends, findings, and mitigation across several operating committees as required.
  • Oversee recurring and ad hoc feedback (complaint) reports and dashboards, ensuring proper metrics are reported and analyzed.
  • Fulfill related internal and external audit requests on behalf of the organization.
  • Manage the administration and development of complaint management systems and other tools that track and manage feedback.
  • Work with leaders to continuously assess and refine complaint management and customer strategic direction to align with growth and business objectives of the company and department.
Requirements:
  • Experience in complaint management and customer experience.
  • Strong leadership and team management skills.
  • Ability to analyze data and identify trends.
  • Excellent communication and presentation skills.
What We Offer:

Flagstar Bank, N.A. offers a competitive salary and benefits package, as well as opportunities for professional growth and development.



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