Senior Complaint Management and Customer Insights Director
4 weeks ago
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.
- 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.
Flagstar Bank, N.A. offers a competitive salary and benefits package, as well as opportunities for professional growth and development.
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Associate Director Insights Partner for Oncology
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Senior Director of ServiceNow Platform
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Senior Strategic Accounts Director
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Senior Director, EPC Programs Lead
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Customer Service Representative
3 weeks ago
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Helena, Montana, United States Lumen Inc Full timeAbout LumenLumen is a leading provider of communication and technology services. We connect people, data, and applications – quickly, securely, and effortlessly. Our team is committed to teamwork, trust, and transparency, and we're building a culture from the people up.We're proud to be recognized as a leader in workplace inclusion and employee support....
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Director of Analytics Engineering
3 weeks ago
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Senior Program Manager
4 weeks ago
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Senior Director, EPC Programs
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Helena, Montana, United States 101 Bloom Energy Full timeAt Bloom Energy, we're revolutionizing the way companies utilize energy. Our technology empowers businesses and communities to responsibly take charge of their energy. We're seeking a Senior Director, EPC Programs to join our team in this exciting field. This role will report to the VP, Customer Installations Group and be based in San Jose, CA. This is a...
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Deputy Director of Administration
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Affordable Housing Community Director
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Digital Engineering Leadership Director
3 weeks ago
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Service Center Director
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Global Demand Generation Director
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National Accounts Sales Director
4 weeks ago
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Medical Director
4 weeks ago
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Affordable Housing Community Director
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Customer Service Representative
4 weeks ago
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Customer Service Representative
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Customer Service Representative
4 weeks ago
Helena, Montana, United States Global Channel Management Full timeAbout the role: Customer Service RepresentativeAs a Customer Service Representative at Global Channel Management, you will be responsible for providing exceptional customer service to our clients. Key responsibilities include:Responding to customer inquiries and resolving issues in a timely and professional manner.Gathering information and assessing customer...