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Job Summary
Our Office of the President (OOTP) team is dedicated to supporting and servicing consumers (i.e., current, former, and prospective customers) with escalated matters related to accounts, products, platforms, and experiences. The OOTP is the highest point of escalation in the bank, handling contacts from sources including, but not limited to: regulatory agencies, congressional offices, Better Business Bureau (BBB), Executive Leadership, and social media. The team oversees the intake, handling, resolution, response, logging, and reporting of escalated complaints for the bank. Typically, matters are complex in nature, high-profile, have an increased propensity for potential risk and/or reputational impact, and require coordination with multiple internal departments. The team works closely with our Customer Experience (CE) team, leveraging escalated complaint data to identify and act on issues, gap, and/or opportunities, mitigate issues, and continually improve policies, procedures, and practices to increase customer loyalty, revenue, and satisfaction.
The OOTP team is comprised of Executive Response Specialists, Sr. Executive Response Specialist, and Executive Response Supervisor. An Executive Response Supervisor is accountable for their team and team operations, a leader to their team and among their peers, performs their duties and responsibilities autonomously and effectively, a customer service extraordinaire, creative, thorough, passionate, and influential and inspiring to their peers and colleagues.
Pay Range: $58,500.00 - $83,000.00 - $107,500.00
Job Responsibilities:
Office of the President Team Oversight
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