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Complaints Quality Specialist

Apply Req ID: o3Ikgfw5 Date posted 07/21/2021

Description

Job Family: Business Operations

Essential Functions: • Researches telephone and correspondence contacts to complete reviews for audit, sampling and testing purposes. • Maintains a comprehensive working knowledge of Complaints Management policy and procedures. • Maintains a comprehensive working knowledge of all tools that are available to each associate. • Assists with the creation and implementation of EO’s policies and procedures. • Documents and reports results on policy and procedure review to senior management. • Continually evaluates and enhances workflow to implement best practices. • Responsible for effectively communicating changes to different parts of the enterprise.

Essential Functions:

  • Partners with loan operations and support departments to identify root cause of issues and solutions to the most complex escalated complaints.
  • Cross trains in multiple departments and disciplines to increase overall knowledge and allow for quicker complaint resolutions.
  • Delivers best-in-class quality customer service experience focused on satisfying the customer during the complaint resolution process.
  • Independently researches multiple subjects across multiple systems and all department.
  • Escalates all identified gaps and/or trends to leadership as identified.
  • Evaluates phone calls and written correspondence to ensure consistent practices in accordance with policies, procedures and all state/federal laws.
  • Identifies and supports implementation of process improvements and procedural challenges, recommending appropriate solutions within department.
  • Builds effective relationships with business management and maintains ongoing communication around discovered issues and potential process improvements.
  • Performs training with new hires and with existing associates in departmental meetings.
  • Attends meetings with other departments to maintain a working knowledge of their current process and potential departmental issues.
  • Evaluates and enhances workflow to implement best practices.
  • Facilitates and/or participates calibrations with peers and management on previous resolutions and calls to ensure accuracy of handling and process.
  • Maintains a comprehensive working knowledge of all systems, policies and procedures.
  • Assists with special projects as needed.


Other Functions:

  • Special projects as requested • Performs other duties as assigned


Requirements:

Education -

  • Bachelor's Degree: Business, Finance, or equivalent field.
  • or equivalent work experience: Equivalent combination of education and experience.

Experience -

  • 3-5 years Servicing/Originations or related experience.
  • 3-5 year Project Management or Communications

Skills & Abilities -

  • Advanced understanding of the Auto Finance industry and/or related field.
  • Demonstrates superior experience and judgment to appropriately diagnose and resolve unique and difficult complaints.
  • Demonstrates proficiency in complaints resolution.
  • Demonstrates conversational skill important to our Customer Experience such as empathy, sincerity, ownership, listening, confidence, and conflict management.
  • Proficient in written communication as required for resolving complaints.
  • Ability to appropriately identify, diagnose, and resolve complaints from customers as well as external parties such as the BBB, CFPB, attorneys, State Attorney Generals, and regulators.
  • Ability to research, resolve, and respond to the most complex complaint cases.
  • Ability to determine defects or errors in process or procedure.
  • Ability to take on additional projects and responsibilities as needed.
  • Strong written and verbal communication skills.
  • Ability to build positive relationships with business partners, leaders, and agents.
  • Ability to work effectively across the organization to influence priorities across departments
  • Advanced Microsoft Office (Word, PowerPoint, Access, Outlook) skills.
  • Ability to analyze conflict and provide recommendations and/or resolutions to mitigate/resolve customer issues.
  • Ability to stay abreast of industry best practices, procedures, and techniques.
  • Ability to work independently as well as collaboratively within a team environment.
  • Excellent customer service skills including an ability to follow-up to ensure closure of issues.
  • Strong organizational and time management skills.
  • Strong problem solving and critical thinking skills.
  • Ability to change direction as project demand dictates.
  • Ability to effectively and clearly communicate instructions to others, summarize and articulate issues, and document findings in a clear and concise manner.
  • Ability to identify complaints with potential regulatory impact accurately.

Competencies:

Collaboration - Conflict Management:

  • oProficient - Applying and Executing
  • Establishes rapport with all parties in an attempt to diffuse tension
  • Confronts the issue, not the person

Customer Focus - Customer Understanding:

  • oProficient - Applying and Executing
  • Probes in-depth to understand the customer’s business needs
  • Explores and understands the customer's alternatives and decision criteria

Customer Focus - Issue Ownership:

  • oProficient - Applying and Executing
  • Addresses customer’s requests, ensures concerns are recorded accurately and action is initiated appropriately
  • Makes extra effort to satisfy customers needs and meet commitments

Execution - Accountability:

  • oProficient - Applying and Executing
  • Follows through to meet commitments to others
  • Takes responsibility for achieving strong results, despite balancing multiple complex demands

Problem Solving - Problem Identification:

  • oProficient - Applying and Executing
  • Identifies the component parts of a complex situation or problem and the relationship among variables that are not obvious
  • Builds and maintains one’s network of contacts and resources and knows who to involve in problem resolution

Problem Solving - Solution Definition:

  • oProficient - Applying and Executing
  • Sees through complexity and detail to get to the critical issues at hand
  • Takes into account the wider context within which problems exist

Risk Management - Knowledge of Risk Management Policies, Regulations, Processes and Procedures:

  • oProficient - Applying and Executing
  • Executes risk management process and procedures without management direction, and demonstrates awareness of expected results
  • Knows the relationship and impact of actions and results
  • Has an understanding of regulations impacting area supported


Working Conditions:

  • Frequently: Minimal physical effort such as sitting, standing, and walking.
  • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.
  • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.


Employer’s Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

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