Skip to navigation
Skip to main content
Skip to footer

Customer Advocacy QA Analyst Senior in Columbus at Huntington

Date Posted: 2/11/2018

Job Snapshot

Job Description

Huntington Bancshares Incorporated is an approximately $100 billion asset regional bank holding company headquartered in Columbus, Ohio, with a network of nearly 1,000 branches and nearly 2,000 ATMs across eight Midwestern states. Founded in 1866, The Huntington National Bank and its affiliates provide consumer, small business, commercial, treasury management, wealth management, brokerage, trust, and insurance services. Huntington also provides auto dealer, equipment finance, national settlement and capital market services that extend beyond its core states. Visit for more information.

Situated within the Customer Advocacy Department, this position is responsible for performing Quality Assurance (QA) reviews of complaint cases in the system of record within established timeframes; reviews for accuracy of information documented, adequacy of resolution, completeness of case documentation, including categorization, notations and attachments, compliance with relative policy/procedures and regulatory requirements and timeliness of service levels and regulatory response requirements. Completes reviews of outgoing correspondence to resolve complaints which includes review for grammar, formatting, accuracy, completeness, appropriate tone/brand. Analyzes, communicates and advises with appropriate personnel/management to update/correct documentation deficiencies to ensure corrective action in response to QA findings is sufficient for QA approval. Recommends changes to processes to ensure future compliance. Will be responsible to manually review certain complaints in order to identify and categorize potential regulatory risks including allegations of Unfair, Deceptive and Abusive Acts and Practices, Discrimination/Fair Lending, Mistreatment of Vulnerable Classes, and others. May mentor team members and assist with complaint data analysis.

Risk Management and Compliance: All colleagues are accountable for risk, including but not limited to the following: credit, market, operational, legal, compliance/regulatory, strategic reputational, liquidity, and any other unique business segment risks; Makes decisions and acts in accordance with established policies and procedures; Follows all relevant consumer compliance laws, regulations, policies, procedures, and the results of any audit or regulatory examinations. Completes all required training in a timely fashion.

Basic qualifications:

Bachelors degree or equivalent related experience (5-7 years)

At least 3 years' experience working with financial regulations; strong understanding of financial regulations specifically those related to UDAAP, Fair Lending, ADA, and SCRA; previous experience with reviewing and approving information being provided to financial regulators and/or performing related quality assurance reviews, testing, or auditing of complaint data and/or financial regulation.

Preferred qualifications:

Banking industry complaint management quality assurance review experience

Compliance, risk or legal background

Paralegal background

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Tobacco-Free Hiring Practice: To demonstrate our commitment to health and wellness, Huntington will not hire any candidate who uses tobacco or any nicotine product including, but not limited to, cigarettes, cigars, pipes, smokeless tobacco, chewing tobacco, snuff or snus, nicotine gum, the nicotine patch or any other kind of nicotine replacement product (where permitted by applicable state law). Candidates applying for positions in those states will be notified of this practice during the recruitment process and, if offered a position, will be screened for cotinine (to check for use of tobacco and/or nicotine products and/or nicotine replacement therapy products) before they begin employment. If the position to which you're applying is covered by this practice, the job application will provide greater detail as to what constitutes tobacco use.

Huntington does not accept solicitation from Third Party Recruiters for any position.