Customer Advocacy Response Spec II

Description

Summary:

Huntington Bancshares Incorporated is an approximately $100 billion asset regional bank holding company headquartered in Columbus, Ohio, with a network of nearly 1,000 branches and nearly 2,000 ATMs across eight Midwestern states. Founded in 1866, The Huntington National Bank and its affiliates provide consumer, small business, commercial, treasury management, wealth management, brokerage, trust, and insurance services. Huntington also provides auto dealer, equipment finance, national settlement and capital market services that extend beyond its core states. Visit huntington.com for more information.

As part of the Experience Management Office, the Customer Advocacy Response Team (CART) is responsible for oversight and management of escalated or other complaints within the enterprise. We strive to provide the highest level of service to all of our customers.

This role is responsible for the independent review and research of complex customer complaints, providing resolutions to those complaints, advocating for and educating customers, and identifying potential enhancement opportunities.

Duties & Responsibilities:

Review, record, research and respond in writing and/or by telephone to complex customer complaints received from customers, company executives, and several other sources:

Manage and prioritize multiple complaints that demand urgent attention and resolution in a timely and organized manner

Deliver unparalleled, outstanding customer service and professionalism to customers

Analyze individual complaints to determine each aspect of the problem that needs to be resolved

Perform independent research to investigate and identify root cause of complaints by collaborating with other colleagues and departments

Develop and maintain robust understanding of all products, services and systems

Understand key processes executed within the business units/segments

Develop and maintain strong working relationships with key business contacts to facilitate timely research and assistance in complaint management

Partner with Corporate Compliance, Legal Department and other subject matter experts as appropriate

Maintain detailed and accurate documentation that meets or exceeds established quality standards including:

Compliance with defined service levels

Appropriate categorization of escalation criteria and complaint reasons

Appropriate Escalation (Management, CART or Compliance/Legal)

Adequate resolution aligned with our Core Values

Clearly and completely document all research and sources in the complaint management tool consistent with established procedures

Understand and be able to recognize and quickly escalate potential risk issues including, but not limited to, consumer harm, reputational risk, regulatory risk and financial risk as a complaint is being researched and resolved

Identify and report coaching opportunities uncovered during complaint research

Communicate effectively and timely with internal partners and management

Respond by telephone and/or in writing with customers, company executives and other sources

Perform other duties as assigned.

This role is located only at 5555 Cleveland Ave Columbus, Ohio or 325 Beach St Flint, MI.

Basic Qualifications:

Minimum of 2 years of experience working in banking

Minimum of 2 years of customer service experience within regulated industries such as financial and insurance

Bachelor’s degree or in lieu of a Bachelor’s degree, 2 additional years’ experience of Banking experience

Demonstrated knowledge of Consumer and Business Banking products and operational processes

Microsoft Office Suite experience

Preferred Qualifications:

3 years' experience providing oral and written responses to customer complaints

2 years' experience conducting in-depth research under short deadlines

Strong knowledge of banking regulations

Demonstrated strong written and verbal communication skills

Demonstrated strong interpersonal skills

Demonstrated ability to multi-task and work in a fast-paced environment

Demonstrated problem solving and critical thinking skills

Ability to work independently and manage strict deadlines and communicate expectations

Ability to analyze data and draw appropriate conclusions through use of research techniques

Understanding of risk management concepts and/or regulatory compliance requirements

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

Workplace Type:Office

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Note to Agency Recruiters: Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.

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