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Analyst
Commerce Bank
Kansas City, MO, United States
Job Details - this job has expired, please see similar jobs below
Job Expectations:
How would you like to work for a great company that offers career growth and values your skills and experience? For over 150 years, Commerce Bank has built a strong reputation as a “Super Community” bank and is recognized as an industry leader. In today's growing and competitive financial services industry, we look for creative and innovative solutions to meet the needs of our customers. To achieve our results, we recruit the best and brightest employees who ask, listen and solve to meet our customers’ needs!
The Complaint Management Oversight Analyst processes, reviews, researches and analyzes complaints received by the Bank to ensure they are resolved appropriately. The key responsibilities of the Complaint Management Oversight Analyst are to review complaints, perform root cause analysis on complaints, perform quality assurance functions, research Bank products/services, perform systems testing, understand policies/procedures/processes and apply related regulatory obligations to identify potential process improvements. This role also compiles and analyzes complaint data to identify trends and delivers reporting to management and executive management. The Complaint Management Oversight Analyst works under the direct supervision of the Complaint Management Oversight Advisor to ensure effective implementation of the Commerce Complaint Management Program to include but not limited to: The development, maintenance and implementation of Complaint Management Program policies, procedures and processes. The Complaint Management Oversight Team also partners with business unit managers to ensure appropriate procedures and processes are in place to comply with the bank-wide Complaint Management Policy.
Job Responsibilities:
• Perform Quality Control review for each complaint to ensure it is accurately captured, documented and reported.
• Perform root cause analysis of complaints and provide feedback to the appropriate areas within the bank.
• Draft and issue complaint management oversight reports to management in a consistent and timely manner.
• Facilitate and/or lead meetings with the business units as needed.
• Perform periodic systems testing during and/or after normal business hours as scheduled by the IT department.
• May provide support to the Monitoring and Testing Team as needed.
Qualifications:
• 3-5 years of experience in a professional work environment
• 1-3 years of experience working in a customer facing role
• 1-3 years of banking compliance/regulatory experience highly preferred
• Complaint and/or Risk Management experience preferred
• Strong report building/writing skills
• Well-developed interpersonal skills
Time Type:
Full time