Individual Segment Complaints Management

At FNBO our employees are the heart of our storyand were committed to their success! Please see below the details of this career opportunity and how it fits into our organizations success.

About This Role:

Job Specific Responsibilities/Accountabilities:

Any given day youll:

• Analyze and synthesize complaint and survey data across all business units in the Banking Division developing actionable insights from complex datasets.
• Lead comprehensive root cause analyses to identify systemic issues behind complaint patterns presenting findings to key stakeholders.
• Develop and implement data-driven action plans based on analytical findings to address complaint trends and prevent recurrence.
• Ensure data integrity and accuracy in complaint management systems providing validated raw data reporting to KPI and KRI teams.
• Partner with second-line teams to provide supporting documentation and analytical evidence in a timely manner.
• Proactively identify opportunities to enhance complaint tracking methodologies and documentation practices through data analysis and visualization techniques.

• Provide periodic training on the complaints program that aligns with second-line requirements.
• Collaborate with Third-Party Vendor Management team regarding third party/ CBS complaints.
• Responsible for ongoing monthly and quarterly reviews including: 1) emerging risks 2) complaint trend analysis 3) anticipation of customer impact opportunities and 4) ongoing complaint monitoring.

The Ideal Candidate for This Role:

Key Skills:

The ideal candidate will be:

• Technical. You are independent and feel confident developing your own experiments. Lots of data doesnt frighten you you have experience building exception detection solutions from concept to production and know how to select the right tool for the job at hand.
• Translator. You know how to extract data from a database analyze it bring it through a transformation or two and can deliver a story in a way that drives towards impactful business outcomes.
• Creative. Undefined problems and new challenges dont frighten you. Youve probably led the charge on a new vision and you love discovering new ways to change the work you do for the better.
• Curious. You ask why you explore you challenge conventional thinking and the traditional ways of operation and you partner with stakeholders to identify and improve the status quo. Youre experienced in root cause analysis and love to put on your investigator hat.

Minimum Qualifications:

Required:

• 2-3 years of experience working and overseeing complaints
• Demonstrated knowledge of Banking Divisions business units processes products and services
• Possesses strong analytical skills to conduct thorough root cause analyses identifying fundamental issues behind complaints and developing sustainable solutions to prevent recurrence.
• Demonstrates proficiency in analyzing large data sets and effectively translating complex findings into clear actionable insights tailored to various stakeholders needs.
• Ability to self-drive to identify tools and resources to aide in day-to-day job accountabilities
• Ability to prioritize and execute work on own within required deadlines
• Strong interpersonal and written and oral communication skills
• Knowledge of regulations and laws applicable to Banking Division
• Experience with Excel
• Experience working within SalesForce

Compensation:

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience education and/or skill level.

Work Environment:

Benefits Overview:

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance we offer benefits to match your needs:

• Medical Dental Vision Insurance

• 401k With Matching Contributions

• Time Off Programs

• Health Savings Account (HSA)/Dependent Care

• Employee Banking

• Growth Opportunities

• Tuition Assistance

• Short-Term/Long-Term Disability Insurance

Learn more about FNBO benefits here: additional information regarding compensation and benefits e-mail FNBO at . To ensure you receive a response include the number of this job (listed below) in the subject line of your message.

Equal Opportunity & Belonging:

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued recognized and empowered to be their authentic selvesno matter their role or where they are in their journey.

Learn more here.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

Click here to download EEO is The Law Self-Print Poster

Click here to download EEO is The Law Supplement for Federal Contractors

Click here to download EEO is The Law GINA Supplement

FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC

FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)

Application Deadline:

All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.