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.

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Job Description:
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

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

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

Requirements
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
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

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

Skills and Competencies
Ability to research, analyze data, and derive facts
Ability to work in a collaborative team environment
Change management capabilities – proactive and adaptive
Ability to work under pressure and meet deadlines
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
Strong interpersonal skills
Strong organizational, analytical, and problem-solving skills
Strong work ethic and self-motivation
Strong written and verbal communication 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.

Job Range Target:
Minimum: $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.
Paid Vacation/Sick Time
401K with Company Match
Medical, Dental and Vision Benefits
Disability Benefits
Health Savings Account
Flexible Spending Account
Life Insurance
Parental Leave
Employee Assistance Program
Associate Volunteer Program

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