- Professional
- Office in Jacksonville
Sr Complaint Coordinator
The Senior Complaint Coordinator is responsible for providing a high level of customer service in the case of escalated or red-flagged questions, comments and complaints regarding the company's products or services to improve the performance of the Customer Service department. Through effective monitoring, this job supports the management of the first lines of support for difficult and complex problem resolution. Under limited supervision, the Senior Complaint Coordinator ensures that all specialists provide positive customer experience and enhance relationships between consumers and the company.
Key Responsibilities and Duties
- Reviews escalated customer complaints to determine validity, risk and cause of the complaint.
- Audits consultant phone calls, documentation and interaction records to assure firm’s compliance to industry regulations and standards.
- Collaborates with a variety of departments including legal, payment operations, IT and contract maintenance to correct and restore client account to proper status.
- Oversees that all complaints and corrections have been properly documented for FINRA review.
- Reviews error reports to track the source of the error and the affected budget.
- Recommends solutions to management to prevent future errors by team members or processes.
- Provides guidance to Complaint Coordinators to ensure customer service is delivered in a timely, efficient and knowledgeable manner.
Educational Requirements
- University (Degree) Preferred
Minimum Qualifications
- 2+ years of experience handling written and oral complaints from clients within the Banking industry
Preferred Qualifications
- 3+ years of recent experience handling complaints from clients within the Banking industry.
- Ability to handle written and oral (CE) complaints
- Audit experience, highly preferred
- Great written and verbal communication skills
Role Specific Work Experience
- 2+ Years Required; 3+ Years Preferred
Physical Requirements
- Physical Requirements: Sedentary Work
Career Level
6IC
Hours of work: 8am – 5pm, Monday – Friday
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