At Bank of the West, our people are having a positive impact on the world. We're investing where we feel we can make the most impact, like advancing diversity and women entrepreneurship programs, financing for more small businesses, and promoting programs for sustainable energy. From our locations across the U.S., Bank of the West is taking action to help protect the planet, improve people's lives, and strengthen communities. We are part of BNP Paribas, a global leader supporting the UN Sustainable Development Goals (SDGs). Yes, we're a bank, but as the bank for a changing world, we are continually seeking to improve the ways we help our customers, while contributing to more sustainable and equitable growth.

Job Description Summary

Responsible for researching and supporting the resolution of customer complaints for Consumer Banking (Branch and Contact Center), Small & Medium Enterprises and Digital Channels. Performs customer outreach to acknowledge complaint review is in process and sets customer expectation for resolution time frame. Interacts with managers, business leaders, customer-facing team members, Legal, Compliance, Corporate Security and other partners to determine appropriate responses. Ensures all relevant documentation, process steps and case closure are accurately completed within the Complaints Handling and Resolution Tool (CHART). Advises Business Unit management regarding responses. Participates in trend analysis and may contribute to ongoing complaint reporting. Acts to ensure conformity with Corporate Complaint Policy.

Essential Job Functions

• Actively works to resolve customer complaints. Researches and gathers relevant documents and statements from all involved parties to be used in the investigation, liaises with others in the research and resolution. Drafts recommended resolution for escalated complaints (i.e., sensitive, agency) and customer response for review by key partners, and delivers resolution to customer. Enters data and documents into the CHART tracking system and documents.
• Communicates directly with customers, acting as an ambassador of the Bank of the West brand, to acknowledge receipt of complaint and sets expectation for customer on resolution process and anticipated resolution timing
• Ensures complaints are documented in accordance with the Customer Corporate Policy and Bank procedures. Ensures that appropriate procedural requirements are being followed by team members.
• Works with department manager and peers to ensure key Consumer Banking management stakeholders are updated on progress of high visibility customer complaints (e.g., executive, regulatory, etc.).
• Engages subject matter expertise from Compliance, Legal, Corporate Security, Human Resources and others, as needed, to ensure accurate handling of complaints.
• Continually works with business unit leaders and Compliance leaders to improve the complaint handling process to increase accuracy of reporting and speed of processing and enhance the customers' experience.
• Routinely identifies observed complaint trends to discover possible areas of risk or potential for systemic remediation. Prepares countermeasure recommendations when appropriate.
• Provides feedback on the CHART system and process to continually enhance the data collection and process.

Required Experience

• Solid competency in branch operations, account maintenance processes and deposit and lending product knowledge. Technical aptitude with TouchPoint and other bank systems used to research customer records. A clear understanding of key banking regulations, including most specifically Reg E, Overdraft, or customer resolution. Strong customer service experience within a branch or call center environment

Education

• Bachelor's Degree

Equal Employment Opportunity Policy

Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran.

Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.

Primary Location: United States-Nebraska-Omaha
Job Type: Full-time
Job: Consumer
Reference: 058864