Description

As part of the EMO (Experience Management Office), the Customer Advocacy Team (CART) is responsible for oversight and management of escalated or other complaints within the enterprise. We strive to provide the highest level of service to all of our customers. This role is responsible for reviewing, researching and addressing complex customer complaints, providing resolutions to those complaints, advocating for and educating customers, and identifying potential enhancement opportunities.

Complaint Management Responsibilities Include:

• Review, record, investigate and respond to complex customer complaints received from regulatory agencies, company executives, and other sources

• Perform research to identify root cause of complaints by collaborating with other colleagues and departments

• Identify possible areas of risk raised in customer complaints and escalate to management as needed

• Bring new ideas to improve the customer and colleague experience utilizing Continuous Improvement methodology and collaborating across the EMO

• Partner with Corporate Compliance, Legal Department and other subject matter experts as appropriate

• Evaluate and reassign complaint cases to appropriate colleague and departments when needed

• Ensure accurate, appropriate and thorough responses are being provided prior to Compliance reviews and distribution to customers or other third parties

• Follow the procedures and policies around data quality in the following areas:

• Compliance with defined SLAs and quality of dates used within the complaint management tool

• Appropriate categorization, including root cause identification

• Appropriate Escalation (Management, CART, or Compliance/Legal)

• Adequate resolution

• Sufficient documentation maintained in the complaint management tool

• Assist in identifying quality assurance related items or policy compliance risk for segment level reporting

This is a hybrid role.

Basic Qualifications:

• High school diploma, or equivalent

• 5 or more years of experience working in a customer service/conflict resolution oriented environment

Preferred Qualifications:

• Bachelor's degree

• Previous experience providing written and verbal responses to customer complaints

• At least 2 years' experience conducting in depth research preferred

• At least 2 years' experience drafting written responses to complaints

• At least 2 years' experience managing regulatory customer complaints in the financial industry preferred

• Prior compliance, legal, or risk management experience preferred

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Workplace Type:

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Note to Agency Recruiters: Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.