Job description
Make banking a Fifth Third better®
We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.
We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.
GENERAL FUNCTION:
The Complaint Management Governance Analyst will serve as the primary governance resource for the Complaint Management function of the Bank. This position is responsible for oversight of the complaint management processes and applications to support the evaluation and adherence to the complaint management program and all federal, state, and internal regulatory guidelines. The scope of the role and the responsibilities encompass providing support for all federal, state, and internal audit and reporting requests on behalf of Complaint Management and utilizing existing and new tools to develop best practice processes and policies to provide governance and oversight for the Complaint Management department. This position will work closely with peers and users to support internal Complaint Management initiatives and strategic house projects to drive continuous improvements that mitigate risk, enhance governance controls, and increase compliance to the complaint management process.
This role will be responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
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Analyzes the existing complaint program and recommends changes to improve regulatory compliance, customer experience, and efficiency.
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Manages bank-wide governance of all policies, frameworks, procedures and other documentation that involve or impact the management of complaints, including oversight of the annual review process of such documents.
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Serves as the lead Complaint Management resource for all internal and regulatory audits, exams, and oversight reviews. Duties include responding to exam requests, developing complaint samples, curating deep dives into specific complaints, and managing an exam working team comprised of LOB stakeholders, compliance, regulatory affairs, legal, and others as required.
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Owns administration of the Case Management Tool (CMT) used to capture complaints and other escalated customer contact. Duties include making minor enhancements using the administrative function of the tool, testing all system releases, and working with IT partners to manage projects involving system changes.
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Manages the Bank’s vendor complaint program for vendors who are customer facing, including solicitation of customer complaints from customer-facing vendors, management of the vendor population and internal vendor service owners, and production of reporting for vendor complaints.
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Along with other members of the Complaint Management team, performs ad hoc complaint reporting and analysis requests.
MINIMUM KNOWLEDGE AND SKILLS REQUIRED:
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Bachelor’s degree or equivalent work experience.
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Minimum 5-7 years’ work experience in data reporting and/or analytics, banking, financial services or operations.
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Experience with Tableau software and Business Objects
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Strong Microsoft Excel skills, including knowledge of pivot tables, VLOOKUP, macros, etc.
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Analytical and technical skills required to interpret and analyze complaint data.
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Strong verbal and written communication skills.
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Deadline and task-driven.
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Proven problem-solving skills.
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Strong multi-tasking skills.
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Advanced PC skills, specifically with Word, PowerPoint and Excel spreadsheets.
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Ability to work with minimal supervision.
LI-BP1
Complaint Management Governance Analyst
LOCATION - Cincinnati, Ohio 45202
Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.
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