Head of Customer Complaints Intake (People Leadership & Process Reengineering) - Hybrid
$74,600–$124,400 year
Hybrid · Williamsville, New York, United States or Bridgeport, Connecticut, United States
Job Summary
The Head of Customer Complaints Intake is responsible for overseeing the escalated complaints intake process, enhancing consistency and efficiency across channels. This role involves documenting and improving workflows, supporting system enhancements, and ensuring compliance with regulatory requirements. Key responsibilities include managing daily intake operations, monitoring complaint information accuracy, analyzing performance metrics, and collaborating with various departments to optimize processes. The ideal candidate should have extensive experience in complaint management or related fields, strong organizational skills, and the ability to drive process improvements.
Required Qualifications
- Bachelor's degree, or equivalent work experience
- 3+ years of experience in customer service, complaint management, customer advocacy, operations, compliance, risk management, or a related role within banking or a regulated industry.
Desired Qualifications
- Bachelor’s degree preferred in Business Administration, Finance, Risk Management, Compliance, Legal Studies, Operations Management, or a related field.
- Experience working cross‐functionally with Compliance, Legal, Audit, Risk, Technology, or business partners.
- Background supporting operational controls, data quality, and end‐to‐end process execution.
- Comfort interacting with senior stakeholders and executive offices on intake‐related matters.
- Experience supporting or coaching staff in a workflow‐based or operational environment.
- Experience improving manual processes and supporting system or workflow enhancements in a regulated environment.
- Background in Legal, Compliance, Risk, Retail Banking, Operations, or related functions.
- Experience supporting regulatory inquiries, audits, or examinations.
- Exposure to project coordination, process improvement, or system enhancement initiatives.
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