Complaints Management Analyst, 2
- Alldata Card Services
- 2 - 5 years
- Bengaluru
- 4 years ago
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Job Description
Please apply on our website: https://bit.ly/31tVArA
Roles and Responsibilities
Job Description Summary
The Complaints Mgmt. Analyst, 2 responds to complaints received through non-published channels such as Bank regulatory agencies, Better Business Bureau, attorneys, executive escalations, client transfers and media channels within an expedited timeframe. This includes conducting deep review and analysis of issues involved, obtaining necessary documentation and information from other areas or outside entities, analyzing the situation to determine if any regulatory violations occurred, identifying opportunities for process improvement or customer experience enhancement, determining the root cause of any concerns identified, escalating issues as necessary, making or directing corrective action as needed, and preparing the Banks written and/or verbal response to the complaint. May include reviewing and revision, as necessary, of responses to complaints received through regulatory agencies, and some complaints received through other channels as deemed necessary.
Essential Job Functions
Research & Root Cause Analysis Thoroughly identify consumer concerns within complaint and individually perform research, root cause and investigation into matters impacting the complaint and Bank operations. Consult with leadership and business partners and external brand partners to obtain necessary information/documentation to verify all processes impacting the complaint were followed properly. Complete root cause analysis into the complaint in order to identify an appropriate resolution.
Risk Identification Use intelligence gathered from complaint analysis to identify all risks and process improvement opportunities and escalate appropriately. Including but not limited to risks associated with: Unfair, Deceptive or Abusive Acts and Practices (UDAAP), Fair Lending, Community Reinvestment Act, customer experience enhancements, error identification (systemic, procedural and associate), Identify regulatory violations and route complaint cases to compliance advisors
Documentation Based on completed research, use professional writing skills to draft a written response to the consumer that addresses all concerns outlined in the complaint and actions taken by the Bank that is tailored toward the intended audience(s). Ensure minimum quality feedback and rejection for all complaint cases submitted to the QC team. Thoroughly document each case timely and accurately. Prioritize work and meet strict deadlines. Demonstrate attention to detail and accuracy by analyzing data and drawing conclusions based upon the data. Apply knowledge of Microsoft Office tools such as Word, Excel, PowerPoint, and Teams to execute daily work. Presents information in an articulate, professional, and digestible manner.
Reports to: Lead or above
Working Conditions/ Physical Requirements: Normal office environment
Direct Reports: None
Minimum Qualifications:
Bachelors Degree in Business and Operations
Two to five years experience in the field of / Credit Review / Fraud investigations / Credit Card industry
Desired Candidate Profile
Perks and Benefits
Job Classification
Industry: Banking, Financial Services, BrokingFunctional Area: Other,
Role Category: Other
Role: Other
Employement Type: Full time
Education
Under Graduation: B.Com in Any SpecializationPost Graduation: Post Graduation Not Required, Any Postgraduate in Any Specialization
Doctorate: Any Doctorate in Any Specialization, Doctorate Not Required
Contact Details:
Company: Alldata Card ServicesAddress: Floor 9,,Hub 2 Building of SEZ Towers,Karle Town C, enter,Nagavara, Bangalore, , BANGALORE, Karnataka, India
Location(s): Bengaluru
Keyskills: Credit Analysis Customer Care Fraud Investigation Customer Complaints Reg Z UDAAP Call Center Dispute Management Credit Cards Bank Regulations
Alldata Card Services
Alliance Data Card ServicesAlliance Datas card services business develops market-leading private label, co-brand, and commercial credit card programs for many of the world's most recognizable brands. Through our branded credit programs, we help build more profitable relationships between our ...
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