Director, Client Relations, Office of the President

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.  

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

The Director, Client Relations, Office of the President will be reporting to the Managing Director, Consumer Bank Administration, this position is responsible for managing the Office of the President. They will set strategy for the Voice of the Client [client complaints and feedback] Program. Management of the program includes, VOC Strategy and Implementation, researching and validating complaints and allegations, collaborating with LOB management as well as other areas [i.e.Compliance, Legal, Human Resources, First Line Control Officers] to respond to feedback and providing regular reporting/trend analyses to management. This role includes aggregating and reporting client feedback as well as timely managing, investigating, and responding to all highly visible client complaints received through federal and/or state agencies and communications addressed to the Bank's Executives from origination through resolution and response. The director will also be chair of the VOC of the Client working group committee. Lastly, responsibilities will also include the creation of appropriate policy and procedures, SOX Control, creation of VOC enterprise trainings as well as reporting to client patterns to various committees (ie CPAC, RCC).

Key Responsibilities:

• Manage, investigate, and respond to all highly visible client complaints received through federal and/or state agencies and communications addressed to the Bank’s Executives from origination through resolution and response.
• Develop thorough understanding of policies and general business operations of the Bank’s various business lines. Develop extensive knowledge of the terms and conditions of products offered, as well as regulatory issues related to such products.   
• Lead investigation of client complaints [VOC].  Uses knowledge, discretion and independent judgment in investigating, responding to, negotiating and resolving significant client complaints on behalf of Bank.
• Research and analyze applicability of various Bank policies in relation to client complaints and feedback. Consider the Bank’s (both Enterprise and the specific business line’s) objectives and regulatory obligations in applying, deviating from or waiving Bank policies.
• Evaluate and decide between possible responses to complaints and feedback.  Determine extent to which internal and external resources may assist in providing input or support on resolutions to complaints. Represent Bank in communicating complaint resolution results to appropriate parties.
• Work with senior management to generally recommend, formulate, affect, implement and interpret Bank policies and/or revisions to policies.
• Correspond on behalf of Bank to regulatory/agency complaints with OCC, Consumer Financial Protection Bureau, State Banking Department, Better Business Bureau, and Attorney General’s Office. 
• Coordinate with Regulatory Relations & Compliance complaint data shared with regulatory agencies (including but not limited to:  OCC, Consumer Financial Protection Bureau, State Banking Department, Better Business Bureau, and Attorney General’s Office). 
• Create Enterprise level VOC Training Program Counsel, coach, and train LOB and customer support representatives to ensure adherence to VOC processing protocol.
• Create, disseminate and present reporting to LOB and senior management on VOC metrics.
• Provide metrics and reporting of VOC during internal audits and/or regulatory examinations, as requested.

Specific Skills and experience needed for this position:

• Candidates with advanced degrees (Associates, Bachelor’s, and/or Master’s) preferred, yet a High School diploma or GED is required. Candidates with some combination of coursework and experience, or extensive related professional experience, are eligible for consideration.
• 5 – 8 years of experience in financial services, preferably in a client related function.
• Superior decision making, judgment and communication – both written and verbal, and collaboration skills.
• Able to act independently in analyzing various courses of actions, making decisions, and representing Webster in resolving complex customer issues.
• Ability