Customer Advocacy & Complaint Supervisor (Spv)

Working at The Bank of Missouri

At The Bank of Missouri we know it takes great people to support the communities we serve! We are passionate about caring for people and communities, and know how to recognize and reward our employees for their talent and contributions. When you work at The Bank of Missouri, you not only get to help others, but you also get the resources, opportunities and support to grow your own career.

About our Company

Staying in business for more than 125 years is hard. Really hard. If you think about it, we’ve endured many events, like the Great Depression and two World Wars. We’ve survived and thrived, thanks to our great customers and communities. We were founded on core values of accountability, community service and financial conservatism. Those principles are the reason we are still in business today. Caring for people and communities is our foundation!

We’ve built a reputation of being financially secure and community focused. We are an independent community bank and fully intend to stay that way. We are big enough to accommodate any financial need, yet small enough to give every customer the personal treatment they deserve.

Here are some of the great benefits you will enjoy as a member of our team:

• Competitive Salary
• Fitness reimbursement
• Learning, development and growth opportunities

About this job:

The Contract Services Complaint Management Supervisor will lead a team of Complaint Specialists within our Contract Services Department. The role will oversee the complaint management process from end to end, inclusive of investigations, root cause identifications, customer impact analysis, and formulation of responses to complaints received from the Bank’s regulators, executive consumer complaints, and other escalated complaints as identified. Responsibilities include oversight of implemented processes to analyze data in context, development of potential solutions to identify root cause issues, report creation for presentation to upper management, evaluation of established complaint management programs in place with the Bank’s contracted third-parties and incident escalation.

As a Customer Advocacy & Complaint Supervisor you will:

• Lead a group of Customer Advocacy and Complaint Specialists, including responsibilities around coaching, training, improving performance issues, completion of annual reviews as well as, overall guidance and support of the department
• Partner with the Contract Services Relationship Managers to provide guidance regarding customer complaint concerns and possible solutions/resolution
• Research, resolve and respond to customer complaints sent from the state banking board, federal regulatory agency, attorney general’s office, the Bureau of Consumer Financial Protection, the Better Business Bureau, or other agency dedicated to consumer affairs
• Research and resolve escalated complaints and communicate directly with customers regarding follow up and resolution all in a manner that deters additional escalation – complaints and escalations will originate from a variety of sources
• Communicate with and assist senior management in various lines of business to coordinate efforts and resolve customer complaints
• Utilize and update centralized customer complaint database to ensure all complaints are forwarded to appropriate areas and are resolved and responded to in a timely manner
• Lead