Description

As the leader of the Customer Advocacy Response Team, you will be responsible for the effective oversight and management of a centralized team responsible for managing escalated and other complaints within the Enterprise. We strive to provide the highest level of service to all our customers.

Responsibilities for leading the Customer Advocacy Response Team include:

• Day to day oversight of CART colleagues including hiring, training, coaching, time management, scheduling, development, etc.
• Manage departmental procedures and training materials
• May handle escalated complaints as necessary, and/or assisting colleagues with complex matters. 
• Ensure CART stays abreast of all necessary compliance / regulatory related matters. 
• Monitor service levels for the team and meet or exceed individual / team goals. 
• Monitor compliance with HNB complaints management procedures including following the standardized responses guidelines, quality standards, service levels, and fee waiver guidelines and take corrective action when needed.
• Identify and escalate potential areas of risk and opportunities raised in customer complaints and escalate to management as needed
• Ensure team achieves established quality assurance goals
• Ensure certain complaint responses are approved and all required compliance reviews and regulatory due dates are met.
• Oversee agency and consumer survey results of team performance with reporting provided to management and follow up training provided to colleagues as needed.
• Partner with and maintain effective working relationships with Compliance, Legal, Risk and Business leaders
• Ensure team adheres to all Huntington policies and procedures
• Ensure all regulatory agency guidelines and service levels are met
• Review team’s written communications to ensure satisfactory quality
• Report on and monitor key performance metrics for the team
• Support Customer Advocacy Program Leader with various initiatives supporting the Enterprise Complaint Management Program including but not limited to:
  • Responses to requests related to control / audit testing and regulatory agency examinations
  • Updates to enterprise policy, procedures, and other Program resources
  • Development, implementation and ongoing oversight and management of complaints metrics
  • Development, implementation and ongoing oversight and management of CART and/or Program controls
  • Development, implementation and ongoing oversight and management of training materials
  • Issue Management
  • Change Management
  • Development and implementation

Basic Qualifications:

• Bachelor's degree or equal experience
• 5+ years' experience working in a customer service oriented environment with 3+ years' experience providing oral and written responses to customer complaints
• 5+ years’ experience in the financial industry
• Demonstrated experience with developing strong working relationships with various levels of the organization
• Ability to train colleagues while managing other daily responsibilities
• Ability to handle multiple tasks and prioritize
• Ability to manage customer escalations from CART colleagues and executive leadership as needed
• Ability to coach and develop colleagues
• Ability to cultivate and maintain effective working relationships

Preferred Qualifications:

• Prior compliance, legal, or risk management experience
• Previous experience with writing and updating procedures and policy
• Previous experience developing tools and resources for colleagues
• Previous experience providing written and verbal responses to customer complaints
• At least 5 years’ experience leading or managing a team
• Microsoft Office Suite Experience
• Previous experience with Financial Regulatory Guidelines and/or corresponding and/or reviewing responses to Regulatory Agencies
• Analytical and strategic thinker
• Problem Resolution Experience
• Excellent written and verbal communication and presentation skills

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Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Yes

Applications Accepted Through:

06/24/2024

Huntington expects to accept applications through at least the date above, and may continue to accept applications until the position is filled.

Workplace Type:

Hybrid

Compensation Range:

80,000-110,000

The compensation range represents the low and high end of the base compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.  Coll