Escalated Customer Complaints Analyst (Remote Opportunity)

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.

Regions is dedicated to taking appropriate steps to safeguard and protect private and personally identifiable information you submit. The information that you submit will be collected and reviewed by associates, consultants, and vendors of Regions in order to evaluate your qualifications and experience for job opportunities and will not be used for marketing purposes, sold, or shared outside of Regions unless required by law. Such information will be stored in accordance with regulatory requirements and in conjunction with Regions’ Retention Schedule for a minimum of three years. You may review, modify, or update your information by visiting and logging into the careers section of the system.

At Regions, the Escalated Customer Complaints Analyst supports the investigation and remediation of complaints through root cause analysis and collaboration with stakeholders and partners at the Bank. Associates in this role will be expected to manage multiple remediation efforts simultaneously while contributing to the strategic planning and tactical implementation of an evolving Complaints Program.

Primary Responsibilities

• Provides input to the program strategy and development of enhancements while executing on the tactical implementation
• Leads prioritized remediation activities through collaboration with key stakeholders and partners to reduce complaints and customer impact
• Supports efforts related to process improvement to generate additional value through efficiency and effectiveness of the program
• Establishes and maintains partnership across businesses to ensure a cohesive, thorough, and timely complaint resolutions
• Monitors complaint trends and works closely with Data and Analytics teams on determining possible impacts
• Communicates with business leaders to improve complaint handling policies and procedures through educational efforts for Associates
• Handles sensitive and difficult customer situations
• Engages partners in Legal, Risk Management, Human Resources, and Corporate Security, as appropriate, regarding any complaints with potential regulatory, ethical, or legal ramifications
• Investigates escalated complaints and emerging complaint trends to determine the root cause of the friction and possible solutions or remediation options

This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.

Requirements

• Or Bachelor’s degree and five (5) years of experience in Compliance, Quality Assurance/Control, Audit, or other related compliance function specific to a line of business
• High School Diploma or GED and nine (9) years of experience in Compliance, Quality Assurance/Control, Audit, or other related compliance function specific to a line of business

Preferences

• Master’s degree
• Certified Regulatory Compliance Manager (CRCM)

Skills And Competencies

• Ability to work in a collaborative team environment
• Change management capabilities – proactive and adaptive
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.)
• Self-starter committed to meeting deadlines and performing tasks carefully to avoid regulatory, reputational, legal, and financial risks to the company
• Ability to work under pressure and meet deadlines
• Ability to research, analyze data, and derive facts
• Strong organizational, analytical, and problem-solving skills
• Strong work ethic and self-motivation
• Strong written and verbal communication skills
• Strong interpersonal skills

Position Type

Full time

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

The target information listed below is based on the national range and level of the position.

Minimum

Job Range Target:

$70,643.50 USD

Median

$101,120.00 USD

Incentive Pay Plans

This job is not incentive eligible.

Benefits Information

Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for associates. Listed below is a synopsis of the benefits offered by Regions for informational purposes, which is not intended to be a complete summary of plan terms and conditions.

• Parental Leave
• 401K with Company Match
• Disability Benefits
• Health Savings Account
• Paid Vacation/Sick Time
• Associate Volunteer Program
• Employee Assistance Program
• Life Insurance
• Flexible Spending Account
• Medical, Dental and Vision Benefits

Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time. To learn more about Regions’ benefits, please click or copy the link below to your browser.

https://www.regions.com/welcometour/benefits.rf

Location Details

Riverchase Complex South Building

Location:

Hoover, Alabama

Bring Your Whole Self to Work

We have a passion for creating an inclusive environment that promotes and values diversity of race, color, national origin, religion, age, sexual orientation, gender identity, disability, veteran status, genetic information, sex, pregnancy, and many other primary and secondary dimensions that make each of us unique as individuals and provide valuable perspective that makes us a better company and employer. More importantly, we recognize that creating a workplace where everyone, regardless of background, can do their best work is the right thing to do.

OFCCP Disclosure: Equal Opportunity Employer/Disabled/Veterans