Executive Resolution Analyst Complaints Management

Make a meaningful impact by joining a team that focuses on the intake monitoring and handling of high-risk complaints on a global scale.

Job Summary:
As an Operations Risk/Control Analyst on our Executive Resolution Team you will uphold business partner and client satisfaction while ensuring compliance with risk and regulatory standards within the intricate Complaints Management functions and processes. You will excel as an adaptable analytical thinker and problem-solver thriving on research investigation and collaboration with key stakeholders.

Job Responsibilities:

• Handle the intake monitoring and management of high-risk executive and regulatory complaints globally.
• Address escalated issues with logical reasoning and sound judgment to achieve appropriate outcomes resolve conflicts manage client expectations and foster business relationships in a non-client facing capacity.
• Accurately document systems of record and complaint repositories with detailed research and progress updates.
• Implement business initiatives by triaging prioritizing and maintaining open communication with employees peers leadership and other business units to ensure high-risk cases are managed in compliance with regulatory requirements.
• Communicate effectively with senior business partners and executive leaders both verbally and in writing.

Required Qualifications Capabilities and Skills:

• High School diploma/GED required.
• Minimum of three years of account client or relationship management.
• Proficiency with navigating multiple browsers windows and applications in Windows Operating Systems and Microsoft Office tools.
• Strong ability to identify and escalate concerns when appropriate.
• Demonstrated ability to adhere to all relevant regulatory and departmental policies and procedures while maintaining professionalism.
• Critical thinking ability to make independent judgments and problem-resolution decisions.
• Extensive experience in researching and resolving escalated customer issues.
• Proven strong interpersonal and advanced relationship-building skills in a management role including negotiations and influencing capabilities.
• High level of accuracy and critical attention to detail.
• Effective task prioritization skills and the ability to work independently as well as within a team structure.

Preferred Qualifications Capabilities and Skills:

• Minimum two years heritage Commercial Investment Bank or Commercial Bank experience strongly preferred i.e. experience with Merchant Services Trade Treasury or Global Commercial Card etc.
• Strong working knowledge of internal systems and applications such as CARE CaaS Navigator SharePoint etc.
• Excellent analytical ability particularly in triaging and handling high-profile complaints.

Work Schedule:

• Candidates must be willing to work schedules during our operating hours which may include evenings and weekends at times.