First Line Complaint Analyst (Hybrid in Office/Remote)

Description

The First Line Complaint Analyst will be responsible for working with Business Units to investigate and resolve customer complaints in a timely and professional manner. This role requires strong analytical skills, attention to detail, and the ability to communicate effectively with members and internal teams.

LOCATION

Mountain America Center - Hybrid:

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

Full Time-Hybrid (In office & remote)

To be effective, an individual must be able to perform each job duty successfully:

Maintains knowledge of the Complaint Management Program and applicable processes and procedures
Acts as the primary resource to first line business units to appropriately categorize, track and ensure resolution for all member and non-member complaints
Performs initial root cause analysis, looking for issues or similar concerns, enhancement of processes, controls and strategic solutions
Intake and documentation: receive and document complaints from members through various channels such as phone, email, and online, if needed
Identify trends and patterns in customer complaints and provide recommendations for process improvements.
Stays informed of any changes in laws, regulations and best practices that affect the credit union’s management, operations and products and services
Coordinates with 2nd line teams to ensure the complaint management process is handled in accordance with the credit union’s internal governance as well as federal consumer protection laws and regulations.
Maintain accurate and detailed reporting of all complaint metrics and resolutions to leadership.
Review for possible violations of federal consumer financial laws and assessment of enterprise and reputational risks associated with high-level complaints
Communicate with members via phone, email, and other channels to gather information and provide an accurate update on complaint status.
Collaborate with internal teams, including member service, 1st line quality assurance, and product development, to resolve any necessary remediation.
Ensure compliance company policies, and with all regulations as required by law, including but not limited to BSA, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TISA), Regulation E, UDAAP and other regulations as required by law as it relates to his/her position
Perform other related duties as assigned

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

Minimum 3 years research and/or compliance/complaint experience

Knowledge of complaint metrics, data and reports

Education

Bachelor’s degree in business, finance, or a related field; OR an additional 2 years combined experience in a financial setting.

Licenses, Certifications, Registrations

N/A

Managerial Responsibility

N/A

Computer/Office Equipment Skills

Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel
Experience with analytical and reporting software preferred
Experience with Symitar, Archer, Dynamics or another financial institution’s software

Language Skills

Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations
Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization

Other Skills and Abilities

Ability to work both autonomously and collaboratively in a fast-paced environment
Self-starter with strong organizing and time management skills and the ability to work productively and efficiently in a fast-paced environment with multiple projects and timelines
Adaptive to change, responds positively to altered circumstances or conditions
Possess a desire and willingness to learn and continually update knowledge base on financial concepts, strategies, systems etc.
Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies
Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams
Data analytics and data validation skills and proficiency in business data analysis (MS Excel, etc.)

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to sit, talk and hear consistently

Ability to stand, walk, and use hands to handle or reach occasionally

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds occasionally

Environmental

There are no unusual environmental factors (such as a typical office)

Noise Environment