Customer Advocacy & Insights Customer Experience Officer II (US) - Retail Customer Resolution

Customer Advocacy & Insights Customer Experience Officer II

The Customer Advocacy & Insights Customer Experience Officer II acts as an independent, impartial dispute resolution source accountable for providing confidential, neutral assistance on customer/employee concerns escalated through the customer care channel/directly through the complainant. This role provides advice, guidance and support in resolving problems at second point of customer contact and takes ownership of the issue at hand and oversees customer resolution ensuring Legendary Customer experiences are provided through a combination of expertise and documented principles and practices. This role resolves higher level exceptions and non-standard issues escalated to where a higher level interpretation of more complex policies is warranted.

Monday - Friday 8:30 - 5:00 with 30min lunch OR 8:00 - 5:00 with 1 hr. lunch WITH rotating weekends.

The role requires:

• Experienced working professional role with a focus on providing complex customer complaint management and/or advisory support within their own area of specialty
• Requires an in-depth understanding of products/services and key competitors
• Understands the business/function and technical principles that underpin the design and delivery of the products and services provided
• Possesses a solid understanding of LOBs, competitive landscape and economic/market issues
• May serve as a product or customer segment knowledge resource
• Solves moderately complex problems by taking a new perspective on existing product and service solutions
• Exercises judgement in planning and developing customized problem management processes; focuses on customizing advice and solutions area
• Leads projects or work streams within broader projects with moderate risk and may be accountable for managing ongoing activities, processes and functional programs
• Puts solutions in context when presenting complex alternatives and framing advice
• Works performed under minimal management guidance and supervision
• Resolves Executive level and Chairman's escalated complaints and disputes
• Provides advice, guidance and support, including recommendations with respect to recovery from Markets, and Business Lines
• Contributes to Legendary Customer Experience by reporting on and supporting the delivery of Chairman's Center initiatives and programs
• Investigates and make recommendations on resolution of unique customer instances and presents findings to management and business line leaders
• Prepares written acknowledgements and responses to Customer concerns
• Maintains up to date contact information for Business Line Subject Matter Experts
• Accurately tracks all correspondence, Customer contact and problem resolution in Complaint Tracking System
• Resolves Chairman's and escalated complaints and disputes
• Responds to all Customer complaints in a professional, courteous and efficient manner
• Performs to strict internal Service Level Agreements
• Develops and maintains strong collaborative relationships with Senior Business Line Leaders, Business Lines, Partners and Peers
• Acts as liaison between Customers and Business Lines, when appropriate
• Utilizes and follows Compliance/Risk control programs
• Ensures necessary due diligence is taken to support accuracy of all Customer transactions

The role requires:

• Undergraduate degree preferred
• 4+ years relevant experience
• Solid knowledge of complaint management, consulting principles, lines of businesses supported, banking industry, and product/customer markets
• Knowledge of current and emerging competitor and market trends
• Knowledge of risk management environment, standards, regulations and mitigation
• Knowledge of project/program support, planning, implementation and impacts
• Ability to exercise sound judgement in making decisions
• Ability to communicate effectively in both oral and written form
• Ability to work collaboratively and build relationships
• Skilled in using analytical software tools, data analysis methods and reporting techniques
• Skilled in using computer applications including MS Office
• Ability to analyze, organize and prioritize work while meeting multiple deadlines
• Ability to work successfully as a member of a team and independently
• Ability to handle confidential information with discretion

Customer Accountabilities:

• Ensures that timely, customer focused complaint resolutions are achieved for a wide variety of customer concerns that have been escalated through various channels
• Liaises with internal and external partners and other areas of the Bank to ensure smooth, seamless resolution of complex customer problems
• Creates and maintains process documentation, robust reporting and streamlined business expectations for each business partner
• Participates in development of the evolution of customer complaint strategy for the business
• Recommends and produces best in class complaint handling processes and procedures that increase efficiency
• Leads and executes claims service and employee experience initiatives within business segment
• Provides guidance and caching to customer issue resolution areas and to business leaders with an aim to influence and enhance customer-centric capabilities
• Acts as customer champion, provides frontline feedback to customer strategy and process improvement functions to identify client pain points and opportunities for improvement
• Actively listens to customer concerns and assists with identifying options to help resolve the issue

Shareholder Accountabilities:

• Develops/implements strategies to minimize/resolve customer issues/complaints, minimize business loss, enable growth
• Plans and executes customer experience and resolution activities, reviews and communicates results, and adjusts tactics accordingly
• Contributes to business objectives for Operational Excellence
• Protects the interests of the organization – identifies and manages risks, and escalates non-standard, high risk transactions/activities as necessary
• Ensures documentation that is prepared/completed is accurate and properly reflects client/business intentions and is consistent with relevant rules/regulations
• Ensures respective programs/policies/practices are well maintained, meets business needs, complies with internal and external requirements, and aligns with business priorities
• Consistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalates issues where appropriate
• Identifies, suggests and actively participates in process improvement opportunities
• Actively manages relationships within and across various business lines/corporate and/or control functions and ensures alignment with enterprise and/or regulatory requirements
• Ensures necessary due diligence to support the accuracy of all customer transactions/activities
• Ensures business operations are in compliance with applicable internal and external requirements (e.g. financial controls, segregation of duties, transaction approvals and physical control of assets)
• Monitors service, productivity and assesses efficiency levels within own function and implements continuous process/performance improvements where opportunities exists
• Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impacts
• Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite
• Assumes responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

Employee/Team Accountabilities:

• Participates fully as a member of the team, supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues/points of interest
• Provides thought leadership and/or industry knowledge for own area of expertise and participates in knowledge transfer within the team and business unit
• Keeps current on emerging trends/developments and grows knowledge of the business, related tools and techniques
• Participates in personal performance management and development activities, including cross training within own team
• Keeps others informed and up-to-date about the status/progress of projects and/or all relevant or useful information related to day-to-day activities
• Contributes to team development of skills and capabilities through mentorship of others, by sharing knowledge and experiences and leveraging best practices
• Leads, motivates and develops relationships with internal and external business partners/stakeholders to develop productive working relationships
• Contributes to a fair, positive and equitable environment that supports a diverse workforce
• Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally

Physical Requirements:

Never: 0%; Occasional: 1-33%;