Complaint Resolution Specialist - Onsite, Columbus or Roswell

Job Summary

Researches, resolves, documents, and responds to regulatory and non-regulatory customer complaints in a timely, professional, courteous and respectful manner and with a high standard of quality customer service. Engages line-of-business partners as necessary to assist with resolving the complaint and to conduct root cause analysis. Works with Compliance and Legal partners to approve written and agency responses and to ensure each complaint is properly documented. Exercises good judgment in accordance with current policies and procedures when resolving customer situations. Recognizes potential exceptions and seeks assistance when necessary.

Job Duties and Responsibilities

• Provides timely, proactive and tailored resolutions to non-regulatory escalated inquiries and complaints from customers in a professional and courteous manner utilizing knowledge of the organization, technology, products, and/or services.
• Communicates complaint status to customers verbally or in writing including the need for further escalation, research outcomes, expected resolutions, and time-frame of resolutions.
• Collaborates with Compliance and third party point of contacts regarding third party agency and legal cases, or those relating to Consumer Protection policies and procedures.
• Works with line-of-business partners across the enterprise to resolve complaints.
• Drafts both ad hoc and standard responses to customers.
• Categorizes and formats complaints to ensure correct reporting and trend analysis.
• Refers issues exceeding levels of authority to more experienced team members or management as appropriate.
• Manages multiple priorities and meets tight deadlines independently and as part of the team.
• Recommends updates to standards, policies, and procedures to correct future trends and/or enhance the customer experience.
• Develops and maintains knowledge of supported Synovus products and services.
• Works toward becoming a subject-matter expert (SME) in specific complaint topics.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
• Performs other related duties as required.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Synovus is an equal opportunity employer committed to fostering an inclusive work environment.

Minimum Education:

• Associates degree or an equivalent combination of education and experience

Minimum Experience:

• 3+ years of experience in financial services operations or financial retail setting or 4+ years of customer service or customer contact in a financial service environment.

Required Knowledge, Skills, & Abilities:

• Knowledge of Synovus products and services
• Knowledge of applicable retail products and services
• Knowledge of banking transactions and policies and procedures associated with establishing customer accounts
• Familiarity with the complaint management process
• Strong customer service and telephone etiquette skills along with the desire to win and deepen customer relationships
• Strong interpersonal, collaboration and rapport building skills
• Strong verbal communications skills including ability to convey information in a receptive manner
• Effectively uses questioning and relating skills to maintain control of all call situations
• Ability to write concisely and clearly
• Sound decision making skills with ability to act without having the full picture
• Problem solving skills with the ability to bring resolution and customer satisfaction
• Ability to work in a fast pace, deadline driven environment
• Technically savvy
• Proficiency using Synovus Customer Care related programs, systems, and databases
• Proficiency using Microsoft Office software products