Manager of Complaint Escalation and Customer Feedback

First National Bank Of Pennsylvania - Pittsburgh, PA

Full-time - Mid Level

Pittsburgh, PA

Monetary Authorities-Central Bank

About the position

The Manager of Complaint Escalation and Customer Feedback is responsible for overseeing the daily operations of customer feedback and complaint escalation programs within F.N.B. Corp. This role involves analyzing customer feedback, ensuring compliance with policies, and recommending improvements based on findings. The manager will also coordinate with various departments to resolve complaints and enhance customer service processes.

Responsibilities

• Manage daily functions of the customer feedback and complaint escalation programs.
• Categorize and analyze all customer feedback from various sources.
• Identify root causes of complaints and share findings with relevant groups.
• Recommend policy, training, and procedure changes based on analysis.
• Provide consolidated reporting in collaboration with the CBS reporting group.
• Ensure all complaints are researched and resolved effectively.
• Provide technical resolution and communication support for customer responses.
• Monitor adherence to the Customer Feedback Program policy and procedures.
• Report on employee participation in the feedback program.
• Ensure compliance of customer responses with FNB's Complaint Policy.
• Oversee timely delivery of reporting generated from feedback.
• Communicate findings to department heads and recommend necessary changes.
• Manage escalated complaints and ensure timely responses to regulatory agencies and customers.
• Provide oversight of customer responses to ensure compliance with guidelines and regulations.
• Manage the CFPB Portal and identify potential risks to supervisors.
• Coordinate solution teams or committees as needed.

Requirements

• Bachelor's degree in a relevant field (BA or BS).
• Minimum of 5 years of experience in a related position, including retail and/or customer service.
• Excellent management skills.
• Strong organizational, analytical, and interpersonal skills.
• Excellent written and verbal communication skills.
• Ability to work and multi-task in a fast-paced environment.
• Detail-oriented with strong customer service skills.
• Intermediate level proficiency in Microsoft PowerPoint and Word.
• Understanding of bank systems and technology, including database management.
• Familiarity with consumer regulatory requirements.