Campus Pride Jobs

Position Title Sr. Complaint Management and Customer Insights Manager - Remote

Location Work From Home United States

Job Summary Customer experience is the holistic perception of the organization and brand to prospective, current, and former customers. Perceptions are built from interactions and touchpoints that involve proactive and reactive actions and solutions to optimize the overall experience. A Customer Experience Manager leads the Oversight and Insight (OandI) team which includes the Customer Experience (CE) team, Office of the President (OOTP) team, and Communications Change Management (CCMS) team. Having oversight and giving insight into potential reputational risks, capacity and service level optimizations, and strengthening consumer relationships and loyalty, OandI is the voice of the customer. Broadcasting and advocating change for the betterment of consumers and the bank is what the team is all about.

Pay Range - $117K - $155K - $193K

Pay Range: $71,600.00 - $87,947.00 - $132,600.00

Job Responsibilities:

Enterprise Complaint Management Oversight Manage the bank's Enterprise Complaint Management (ECM) program across all lines of business in partnership with Compliance, Risk, and Third-Party oversight areas. Ensure strong processes, procedures, reporting, and controls across all first lines of defense in accordance with regulatory requirements. Oversee regulatory complaint portals, ensuring compliance with SLA requirements. Ensure strategic partnerships with compliance, risk, and third-party leadership to operationalize complaint policy components. Present complaint trends, findings, and mitigation across several operating committees as required. Oversee recurring and ad hoc feedback (complaint) reports and dashboards including enterprise feedback reports, line of business reports, and enterprise risk reporting, ensuring proper metrics are reported and analyzed. Fulfill related internal and external audit requests on behalf of the organization. Manage the administration and development of complaint management systems and other tools that track and manage feedback. Work with leaders to continuously assess and refine complaint management and customer strategic direction to align with growth and business objectives of the company and department.

Experience Improvement Oversight Utilize complaint, feedback, and error reporting to recommend policy, procedure, and process improvements for the betterment of current and prospective consumers and/or the bank; strengthening satisfaction of current customers assures them we hear their voice and value their feedback, and it strengthens their loyalty and likeliness to recommend Flagstar. Leverage data to identify trends, provide root cause analysis, present improvement recommendations to leaders, actively work with business units, risk/compliance/legal, vendors, and third parties to ensure remediation of systemic issues, and communicate results appropriately. Track the organization's experience improvement efforts/ results and incorporate WINs into applicable reporting, audits, organization announcements, etc. Analyze customer satisfaction survey scores and feedback to identify, recommend, and/or implement training and coaching opportunities, policy, procedure, and process improvements and the like to optimize the customer experience.

Team Oversight and Personnel Development Manage the hiring, scheduling, training, performance, coaching, quality, and direction of the team. Meet with team members on a recurring basis to provide updates, assign new projects, and develop future plans. Oversee the team and/or team member work-flows ensuring all applicable service level agreements (SLAs) and compliance timeframes are met. Review, edit, audit, and provide effective feedback on materials developed by team members for consistency and accuracy. Perform continuous review of team processes, deliverables, and methodology to ensure high quali y output. Monitor and distribute departmental workload to ensure job duties are performed within required SLAs; delegating to team members based on type, complexity, and subject matter expertise. Manage performance and hold personnel accountable for results and behaviors. Develop policies and procedures to ensure compliance with applicable laws and regulations. Continuously examine team processes for efficiency, streamlining opportunities, and effectiveness. Oversee the onboarding and training of new team members, including new hire curriculum and new hire checklists, to enable their success and upholding the quality service internal and external customers expect and deserve. Provide frequent, honest coaching and feedback. Coaches and mentors; leading by example and sharing best practices for team, organization, and customer success to develop a high performing diverse team. Enthusiastically lead and participate in culture-enhancing events and activities including the Diversity, Equity, and Inclusion program. Ensure employee training aligns with investor, regulator and client requirements. Leverage unique skills of team members; structure assignments for developmental growth. Develop and implement succession plans for all levels of the team and ensure training and development programs are in place to execute on them.

Contact (Call) Center Customer Satisfaction Oversight Govern the contact center's customer satisfaction (CSAT) survey strategy including the methodology for distributing surveys, survey feedback analysis, and reporting. Partner with leaders to build/refine CSAT reports and dashboards for contact center employees...

Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity