Complaint Management Analyst I, II, III, Senior

Reports to: Complaint Management Officer

Functions Supervised: None

Primary Functions: As part of the second line of defense, the Complaint Management Analyst will be responsible for supporting the complaint management program to ensure the credit union remains responsive in handling consumer complaints and inquiries.  She/he will ensure the timely and appropriate resolution of member complaints and have a general understanding of regulations applicable to the financial services industry to identify and escalate related compliance issues to appropriate business lines, departments, and executive management. 

Duties and Responsibilities:

1. Support the enterprise complaint management program to ensure the credit union remains responsive and reasonable in handling all consumer complaints and inquiries, whether regarding the credit union or its service providers.
2. Assist with the management of the centralized complaint management process to ensure complaints and inquiries, regardless of the channel through which they are submitted, are appropriately recorded, and categorized, investigated thoroughly, and resolved timely.
3. Assist the Sr. Complaint Management Analyst to facilitate complaint investigations and drafting consistent member and agency communications.
4. Perform quality control assessment of resolved complaints to ensure compliance with credit union policy and with state and federal regulations applicable to the financial services industry.
5. Work with the Vendor Management team to monitor vendor complaints.
6. Assist the Sr. Complaint Management Analyst with the preparation of concise management reports related to complaints and risks of potential consumer harm or compliance management system deficiencies, root cause analysis of issues, and remediation plans.
7. Gather data and documentation for responding to audits and regulatory exams.
8. Seek out, develop, and maintain knowledge and skills through completion of continuing education and training pertinent to the position.

Education:  High School graduate or equivalent. Additional education in legal studies, business, finance, information technology, or related field preferred.

Creditable Experience in Lieu of Education: Not Applicable

Experience/Skills: A minimum of 2 years of applicable experience in a similar position. Proven analytical skills, including investigative problem-solving skills and ability to make sound decisions about risks and recommended action. Highly organized with exceptional attention to detail and able to execute responsibilities with minimal supervision. Excellent grammar, written and verbal communication skills. Ability to create professional written work product including correspondence—both internal and consumer-/member-facing. Strongly prefer candidates with experience working in financial services and/or multi-state operations of a size and scale comparable to Global CU.  Excellent and demonstrable oral and written communication skills. Experience to also include the following: Knowledge and understanding of regulatory risk and compliance challenges in the financial/banking sector. Flexible approach to new projects, requirements, and workplace demands. Proficiency in MS Word, Access databases, Power Point and Excel is required. Impeccable ethical reputation and strong emotional intelligence.

Tenure: Complaint Analyst I (Category 11) is required to maintain this position for one year with performance that meets or exceeds expectations before moving to Complaint Analyst II (Category 10). Complaint Analyst II (Category 10) is required to maintain this position for one year with performance that meets or exceeds expectations before moving to Complaint Analyst III (Category 9).

Salary Pay Range:

• Complaint Management Analyst I (Category 11): $52,258 - $81,523 annually
• Complaint Management Analyst II (Category 10): $57,484 - $90,825 annually
• Complaint Management Analyst III (Category 09): $63,233 - $101,804 annually
• Senior Complaint Management Analyst (Category 08): $72,717 - $119,983 annually

Starting base salary will be determined based on candidate experience, qualifications, education, and local or state wage requirements, if applicable and will fall within the range provided above.

In accordance with our Salary Administration policy, new hire base salaries generally fall within the minimum to midpoint of the listed range.

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
• Click here to view Global’s comprehensive Benefits Programs.

Equal Opportunity Employer