Complaint Analyst

United States-IL-Rolling Meadows
Work Status
Full-Time
Department
Member Experience
FLSA Status
Exempt
Requisition ID
2016-1586

Start a Rewarding Career with Alliant

Why Alliant?

We’re not a typical financial institution – we’re better. We’re an innovative, fun-loving, highly-engaged group of professionals that are committed to our company and the communities we do business in. We love to recognize and celebrate each other.

 

Over 90% of our employees say we are a great workplace that is focused on our mission, vision and the future of banking.

 

What will your day look like?

You will be responsible for the oversight and coordination of all complaints observed within each support channel of the Credit Union as well as from external business partners. You will work closely with the product and channel leadership teams to ensure escalated issues are resolved in a timely manner that coincides with predetermined Service Level Agreements. You will also be tasked with creating both high level trending analysis, as well as detailed analytical reports on a recurring basis to assist the Credit Union in determining potential compliance risks. You will combine complaint data with knowledge of current processes and policies to determine root cause analysis, and submit detailed recommendations to mitigate persistent member complaint issues from occurring again. You will also work closely with internal partners to gather and organize documentation requested in the event of a formal compliance audit.

 

Responsibilities

Do you see yourself doing this?

 

  • Having oversight of complaints through established complaint handling processes
  • Reviewing reported issues received through all member feedback channels to identify potential gaps in current processes as well as compliance risks
  • Submitting detailed recommendations to mitigate persistent member complaint issues from reoccurring
  • Reviewing complaints received through consumer self-service channels as well as from business partners for validation and accuracy of issues
  • Collaborating with appropriate business units for timely resolution of complaints in accordance with predetermined Service Level Agreements
  • Coordinating with internal and external business partners to aggregate necessary information for root cause analysis
  • Developing trending analysis reports of complaints and ensure data is provided to the appropriate departments

Qualifications

What makes you a great fit?

You’ll be a great fit if in addition to the completion of a Bachelor’s degree, you have 3 or more years of relevant experience or an equivalent combination of training & experience, and you have/are:

  • Basic knowledge of banking laws, privacy laws and compliance with consumer financial protection laws, preferred
  • Demonstrated ability in taking initiative and manage multiple priorities
  • Highly analytical and proficient in data analysis software tools and techniques
  • Highly effective time management skills
  • Proven ability to execute on project deliverables
  • Proficient in MS Project, Visio, SQL and Office Suite
  • Technical aptitude and ability to work collaboratively with a team and independently
  • Strong written and oral communication skills to varying audiences
  • Desire to continually learn and improve approaches and methodologies

 

When you’re happy, we’re happy!

As a thank you for joining our team, you’ll benefit from:

  • Competitive medical, dental, and free vision benefits
  • Competitive compensation plan
  • Contributions towards gym memberships
  • Generous PTO and banking holidays off

 

Still not convinced? 

We’re on the list of 100 Best Medium Companies to work for, check it out here. For more details you can also visit our Glassdoor and LinkedIn profiles.

 

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed