We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. Essential Functions: Reviews the details of the investigation conducted by the Executive Complaints Coordinator in response to a complaint received from the customer and/or an attorney/regulator Reviews the complaints investigation conducted by the Executive Complaints Coordinator for resolution of the customer's issue(s) Analyses and evaluates the root cause of the complaint escalates any potential issues or trends for review to limit future risk exposure to the client and/or to the company Reviews the proposed draft response and/or verbal resolution provided by the Executive Complaints Coordinator for accuracy of information, thoroughness and appropriate resolution for the customer and client Reviews for proper grammar, syntax, tone, format and accurate letterhead to be in alignment with each client and specific procedure Acts as a liaison with other departments, including legal/compliance, for any additional investigation, clarification and determination for proper handling of complaint Ensures that the resolution is provided to account holder or regulatory agency/attorney within departmental and/or client's service level requirements Maintains accurate files and logs Assesses possible trends and alerts from various departments for appropriate steps to mitigate risks Provides support to management with reporting as needed Provides support to management with Customer Experience and process improvement items Provides support with any ad-hoc projects, including supervision of the Executive Complaints Coordinator team as needed Performs other duties as assigned Education and Experience: High School diploma or equivalent education required Two (2) years of related complaint experience is required experience or background knowledge of one (1) or more operating areas (Collections, Customer Support, Security, Fraud, Disputes) preferred, prior experience working in an editor role preferred Experience with First Data (FDR), Evolve, Pega, Latitude, Onbase or related platforms preferred Compliance certified preferred Summary of Qualifications: Keyboarding proficiency Familiarity with Windows based computer applications Skilled in negotiating, including the ability to persuade and modify opinions to reach goals Effective planning, organizational, and time management skills Ability to work under pressure flexibility and willingness to work at a rapid pace under strict timeframes Ability to accurately and thoroughly review documents for proper grammar, syntax, tone, format and accurate letterhead to be in alignment with each client and specific procedure Ability to efficiently assess, understand and effectively resolve problems Ability to understand and carry out oral and written instructions Ability to identify potential trends and effectively communicate this information to management Ability to communicate with others and to assimilate and understand information, in a manner consistent with essential job functions Ability to multi-task is essential Flexibility to work extended hours and adjust hours as needed Ability to work in a one on one environment to disseminate best practices, broad concepts and specific triggers for complaint situations or scenarios Ability to present best practices, convey procedural requirements and client specific trend information as well as the ability to test retention of these topics in both an individual and classroom environment Work Environment/Physical Demands: Work is in an office environment, sustained posture in a seated position for prolonged periods of time works with computer equipment for prolonged periods of time Some stress may occur Travel is generally not required This position reports to an assigned Manager or above and supervises no one If this position is based in our Woodbury, Long Island office or Virtual, please note that ALL the work for this position must be performed outside of the five Boroughs of New York City. Position Summary: This position is responsible for reviewing, analyzing, and approving the investigation notes and proposed responses to customer complaints as provided by the Executive Complaints Coordinators, with a focus on root cause analysis, trends and potential risk to the organization and clients. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards. 2 Quick Apply Full-time 2 hours ago Full Job Description CardWorks Servicing (CWS) is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America.
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