Review, action, and document root cause and resolution for customer complaints and servicing issues.
Ensure complaints and servicing issues are properly coded to meet regulatory reporting requirements
Identify and escalate trends and defects that have a potential legal, regulatory or servicing risk
Provide coaching and feedback to Team Leaders and Customer Care Professionals
Understand basic consumer protection, banking regulations and applicable laws to identify and appropriately escalate complaints, defect and trends to business partners within Compliance, World Service, and the bank
Ensure compliance with Complaints Management Policy and other legal/regulatory requirements.
This role may be subject to additional background verification checks.
