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.
Regions is dedicated to taking appropriate steps to safeguard and protect private and personally identifiable information you submit. The information that you submit will be collected and reviewed by associates, consultants, and vendors of Regions in order to evaluate your qualifications and experience for job opportunities and will not be used for marketing purposes, sold, or shared outside of Regions unless required by law. Such information will be stored for a set period of time. You may review, modify, or update your information by visiting and logging into the careers section of the system.
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.
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
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
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.