Job Description
The Resolution Analyst is responsible to identify the applicable laws and regulations related to complaints, while also performing research, investigation, negotiation, and resolution of all types of customer appeals and grievances.
Essential Functions
• Understand the reasons and factors behind complaints and working toward solving customers’ problems
• Assist in identifying root cause issues when working through customer complaints, meeting with product development teams and relaying customer complaints relating to their product, customer service and support executives in order to provide solutions for complaints regarding non-compliant customer service, meeting with customers and handling their complaints directly, and in preparing reports, discuss reports and manage meetings with outside/internal examiners regarding compliance functions listed above
• Ensure document and data integrity, and compliance within subsidiaries and affiliates
• Review the list of complaints from customers
• Monitor complaints and works toward reducing their numbers
• Communicate guidance to appropriate business units
• Prepare findings report and executive & board summary reports
• Analyze complaints and determine root cause
• Keep an inventory of customer complaints in order to review them and improve the standards of Northwest
• Maintain regulatory compliance in nontraditional banking business units
• Recommend improvements to procedures
• Maximize technology tools available, and benefits to Northwest
• Minimize departmental non-payroll costs and risk
Additional Essential Functions
• Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations
• Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
• Work as part of a team
• Work with on-site equipment
Additional Responsibilities
• Complete special projects as assigned
Safety and Health for those without supervisory duties
• Abide by the rules of the safety and loss prevention program
• Perform work tasks in a safe manner
• Report any and all injuries to supervisor
• Know what to do in case of an emergency
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education
Bachelor's Degree in business or related degree
Work Experience
2 - 6 years of customer service and/or regulatory compliance business related experience
General Employee Knowledge, Skills, and Abilities
• Ability to establish effective working relationships among team members and participate in solving problems and making decisions
• Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
• Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
• Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
• Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
Additional Knowledge, Skills and Abilities
Excellent customer service ethics and troubleshooting skills Working
Exceptional communication skills
Has a genuine concern for customer complaints, strong ability to investigate complaints in order to determine the root cause, and is creative in finding solutions for complaints
Organized and meticulous
Maintains outstanding customer relations
Ability to work under stress, and highly result oriented
Ability to provide and implement a regulatory compliance program for non-traditional banking functions and ability to provide ongoing monitoring of those business units
Ability to aid in the enhancement of the Company’s Fraud protection program.
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.
Top Skills
What We Do
Northwest Bank is a privately held community bank focused on serving the specific needs of businesses in Washington, Oregon, Idaho and Utah. Our experienced bankers deliver customized financial solutions and exceptional customer service. We do that by getting to know you, your business and your aspirations, first. Then we create a plan that will work, and stay with you every step of the way. We see our relationship with you as a partnership, the way banking should be.
Trust matters when picking your financial partner. Northwest Bank is rated as one of the best capitalized banks in the nation. We have earned 5-Star “Superior” ratings from both BauerFinancial® and Bankrate.com’s Safe and Sound® ratings service.
Founded in 2008, we have offices in Boise, Idaho; Portland, Oregon; Coeur d'Alene, Idaho; Seattle, Washington; and Salt Lake City, Utah metropolitan markets.
Northwest Bank: Experienced Bankers. Exceptional Service. Creative Solutions.
Member FDIC
Equal Housing Lender
