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Job Summary
The Complaints Mgmt. Analyst, 2 responds to complaints received through non-published channels such as Bank regulatory agencies, Better Business Bureau, attorneys, executive escalations, client transfers and media channels within an expedited timeframe. This includes conducting deep review and analysis of issues involved, obtaining necessary documentation and information from other areas or outside entities, analyzing the situation to determine if any regulatory violations occurred, identifying opportunities for process improvement or customer experience enhancement, determining the root cause of any concerns identified, escalating issues as necessary, making or directing corrective action as needed, and preparing the Bank's written and/or verbal response to the complaint. May include reviewing and revision, as necessary, of responses to complaints received through regulatory agencies, and some complaints received through other channels as deemed necessary.
Essential Job Functions
- Research & Root Cause Analysis Thoroughly identify consumer concerns within complaint and individually perform research, root cause and investigation into matters impacting the complaint and Bank operations. Consult with leadership and business partners and external brand partners to obtain necessary information/documentation to verify all processes impacting the complaint were followed properly. Complete root cause analysis into the complaint in order to identify an appropriate resolution.
- Risk Identification Use intelligence gathered from complaint analysis to identify all risks and process improvement opportunities and escalate appropriately. Including but not limited to risks associated with: Unfair, Deceptive or Abusive Acts and Practices (UDAAP), Fair Lending, Community Reinvestment Act, customer experience enhancements, error identification (systemic, procedural and associate), Identify regulatory violations and route complaint cases to compliance advisors
- Documentation Based on completed research, use professional writing skills to draft a written response to the consumer that addresses all concerns outlined in the complaint and actions taken by the Bank that is tailored toward the intended audience(s). Ensure minimum quality feedback and rejection for all complaint cases submitted to the QC team. Thoroughly document each case timely and accurately. Prioritize work and meet strict deadlines. Demonstrate attention to detail and accuracy by analyzing data and drawing conclusions based upon the data. Apply knowledge of Microsoft Office tools such as Word, Excel, PowerPoint, and Teams to execute daily work. Presents information in an articulate, professional, and digestible manner.
Reports to:Lead or above
Working Conditions/ Physical Requirements: Normal office environment
Direct Reports: None
Minimum Qualifications
- Bachelor's Degree in Business and Operations
- Two to five years experience in the field of / Credit Review / Fraud investigations / Credit Card industry
Other Duties
This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.
About Bread Financial
At Bread Financial, you'll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We've been consistently recognized as a best place to work nationally and in many markets and we're proud to promote an environment where you feel appreciated, accepted, valued, and fulfilledboth personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
Bread FinancialTM is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive suite of payment solutions that includes private label and co-brand credit cards and Bread Pay buy now, pay later products. Bread Financial also offers direct-to-consumer products that give customers more access, choice and freedom through its branded Bread CashbackTM American Express Credit Card and Bread SavingsTM products.
Headquartered in Columbus, Ohio, Bread Financial is powered by its approximately 7,000 global associates and is committed to sustainable business practices.
- All job offers are contingent upon successful completion of credit and background checks.
- Bread Financial is an Equal Opportunity Employer.
Job Family
Enterprise Risk
Job Type
Regular
