Regions Bank Lifeline Complaint Specialist in Hoover, Alabama

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.

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Job Description:

At Regions, the Complaint Specialist, researches and resolves customer complaints received from the Contact Center and/or the branch retail network. Handles complaints received by incoming mail, e-mail, faxes, calls and social media.

Primary Responsibilities

  • May research, resolve and respond to complaints sent from the Chief Executive's Office and Contact Center Director that were directed to these offices or that came from the Better Business Bureau, State Banking Board, Federal Reserve, or the Consumer Financial Protection Bureau

  • May research and resolve escalated situations and communicate directly with customers regarding follow up and resolution

  • Communicates with and assists Senior Management (Senior Executive Vice Presidents, Consumer Business Executives, etc) in various Lines of Business to coordinate efforts and resolve customer complaints

  • Utilizes the Centralized Customer Complaint Database to ensure all complaints are forwarded to appropriate areas and are resolved and responded to in a timely manner

  • May identify opportunities for process improvement

  • Maintains statistics regarding type and volume of requests processed

  • Maintains a high level of all Regions products, compliance and operational knowledge

This position requires the tracking of time and is eligible for overtime for hours worked in excess of 40 per week under the Fair Labor Standards Act.


  • High school diploma or GED

  • Two (2) years of Contact Center or branch experience

  • Strong analytical and problem solving skills

  • Excellent de-escalation and complaint resolution skills

  • Strong verbal and written communication skills and strong interpersonal skills

  • Extensive products and systems knowledge with noted proficiency in ACLS and Deposits

  • Proficient in Microsoft Office (preferably Word, Excel)

  • Ability to manage multiple tasks and deadlines in a highly detailed, fast paced environment


  • Some college or college degree

  • Experience with business or professional written correspondence


Hoover, Alabama


About Regions

At Regions, our culture focuses on five core values that are a commitment to how we will do business:

  • Put people first

  • Do what is right

  • Focus on your customer

  • Reach higher

  • Enjoy life

Through these values, our mission to make life better drives our desire to improve and make a positive difference in the communities where we work and live through financial investments and volunteering.