The Member Service Quality and Feedback Manager oversees complex customer complaint investigations, escalations, and administrative projects that may involve multiple departments. This role is responsible for ensuring customer concerns are addressed promptly, accurately, and professionally while maintaining high service standards and compliance with applicable policies and regulations.
The manager serves as a primary escalation point for complaints received through direct customer interactions, social media, online reviews, regulatory agencies, and third-party organizations. Responsibilities include conducting detailed investigations, identifying root causes, analyzing complaint trends, and providing recommendations to leadership to improve service delivery, operational efficiency, and customer satisfaction.
This position works closely with cross-functional teams to resolve complex issues, identify process gaps, and implement improvements that support a consistent and positive customer experience.
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Associate or bachelor's degree preferred, or equivalent professional experience in financial services or a related field.
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At least two years of experience handling customer complaints, escalations, or complex service issues.
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Ability to interpret and apply policies, procedures, and regulatory requirements to daily operations.
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Experience conducting detailed investigations, identifying root causes, and managing issues through resolution.
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Strong communication and conflict-resolution skills, including the ability to work professionally with upset or dissatisfied customers.
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Excellent written communication skills, with the ability to prepare clear, accurate, and professional responses and reports.
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Strong analytical, organizational, and problem-solving skills, with attention to detail and the ability to manage competing priorities.
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Ability to work independently, exercise sound judgment, maintain confidentiality, and meet deadlines with minimal supervision.
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Knowledge of applicable financial regulations, such as BSA/AML, OFAC, and GLBA, is beneficial.
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Previous experience in banking, lending, financial technology, or a similar regulated industry is preferred.
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Experience working in a fast-paced or evolving business environment is a plus.
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Investigate customer complaints, document findings, communicate resolutions, and ensure issues are addressed in a timely and professional manner.
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Serve as the primary escalation point for complex customer concerns and provide guidance on complaint-handling procedures.
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Prepare written responses to complaints submitted through regulatory agencies, consumer protection organizations, and other external channels.
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Review customer account histories, internal notes, communication records, and relevant documentation to determine the cause of complaints and ensure consistent application of policies and procedures.
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Collect, track, analyze, and report complaint data to identify recurring issues, service gaps, and opportunities for improvement.
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Partner with departments across the organization to investigate concerns, resolve escalated issues, and implement corrective actions.
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Monitor complaint-handling processes to ensure compliance with applicable federal and state regulations, internal policies, and established procedures.
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Identify operational errors, process deficiencies, and recurring customer concerns, providing recommendations to management to improve service quality and reduce future complaints.
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Develop and maintain accurate complaint records, case documentation, performance metrics, and management reports.
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Provide training, coaching, and guidance to team members on complaint resolution, customer communication, and established procedures.
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Collaborate with department leaders to share complaint trends, improve communication, and support consistent service standards across the organization.
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Review previous complaint resolutions with colleagues and management to promote accuracy, consistency, and fair outcomes.
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Build effective working relationships across departments to facilitate issue resolution and improve the overall customer experience.
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Participate in departmental meetings and cross-training opportunities to maintain an understanding of operational processes, policies, and service challenges.
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Manage a caseload of complaints by prioritizing issues according to urgency, complexity, risk, and established deadlines.
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Use available systems, tools, and resources effectively to manage investigations and resolve issues with minimal supervision.
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Provide feedback and recommendations to leadership regarding customer experience, complaint-handling practices, and potential operational improvements.
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Maintain professionalism, discretion, accountability, and a customer-focused approach in all interactions.
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Work outside normal business hours when necessary to meet business needs.
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Perform other related duties as assigned.
The physical requirements listed below represent those necessary to perform the essential functions of the position. Reasonable accommodations may be made for individuals with disabilities.
