Senior Supervision Officer

Brooklyn, NY - USA

Yearly Salary: $ 71000 - 125000

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

Location:

4900 Tiedeman Road Brooklyn Ohio

Job Summary

The Complaint Officer is responsible for overseeing and managing the customer complaint process within the first line of defense ensuring timely accurate and compliant resolution of client concerns. This role serves as a key point of contact for complaint handling partnering with business units to identify root causes implement corrective actions and maintain adherence to regulatory requirements. The Complaint Officer provides guidance on complaint management best practices monitors trends and escalates significant issues to leadership. Additionally the role supports continuous improvement initiatives to strengthen controls and enhance the client experience.

Essential Functions

Manage the end-to-end complaint resolution process within the first line of defense ensuring timely and compliant handling of customer concerns.
Develop and maintain complaint-handling policies and procedures aligned with regulatory requirements and internal standards.
Analyze complaint trends and root causes to identify risk areas and recommend process improvements.
Collaborate with internal stakeholders to ensure consistent and effective complaint management practices across business units.
Prepare and deliver reports on complaint metrics trends and risk indicators to management and governance committees.
Provide guidance and training to team members and business partners on complaint-handling best practices.
Escalate significant issues or regulatory risks identified through complaint analysis to appropriate leadership.
Participate in special projects related to complaint management and risk mitigation.
Stay current on regulatory changes and industry trends impacting complaint handling.
Comply with all KeyBank policies and procedures including acting professionally ethically and in the best interests of clients.

Education

Bachelors Degree or equivalent experience (preferred)

Work Experience

5 years of experience in compliance risk management auditing or related fields (required)
Demonstrated ability to work independently and collaboratively in a regulatory environment (required)

Licenses and Certifications

SEI Seriesor 9/10
Life Health and Variable Annuity License

Skills

Strong understanding of financial products offered on the platform.
Comfortable and confident in client contact in difficult situations.
Understanding and applying laws and regulations relevant to banking and consumer finance.
Evaluating potential risks and identifying control gaps in processes and systems.
Identifying and mitigating risks that could disrupt business operations.
Using analytical tools to interpret data and uncover complaint issues or trends.
Building strong relationships across departments to support initiatives.
Applying sound judgment in evaluating complex compliant scenarios.
Staying current with regulatory changes and industry best practices.
Designing effective solutions to address challenges.

Core Competencies

All KeyBank employees are expected to demonstrate Keys Values and abide by Keys Code of Conduct.

Physical Demands

General Office - Prolonged sitting ability to communicate face to face in person or on the phone with teammates and clients frequent use of PC/laptop occasional lifting/pushing/pulling of backpacks computer bags up to 10 lbs.

Work Location Category

Hybrid (3 days)

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $71000.00 - $125000.00 annually. Placement within the pay range may differ based upon various factors including but not limited to skills experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production commission and/or discretionary incentives.

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Job Posting Expiration Date: 01/31/2026 KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age genetic information pregnancy disability veteran status or any other characteristic protected by law.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing

#LI-Hybrid

Required Experience:

Senior IC

Location:4900 Tiedeman Road Brooklyn OhioJob SummaryThe Complaint Officer is responsible for overseeing and managing the customer complaint process within the first line of defense ensuring timely accurate and compliant resolution of client concerns. This role serves as a key point of contact for co...