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Customer Advocacy QA Analyst Senior in Columbus at Huntington

Date Posted: 8/3/2018

Job Snapshot

Job Description

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. 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:

  • Bachelor's degree or minimum 3 years' experience working with financial regulation considered in lieu of Bachelor's degree
  • Minimum of 5 years of experience with one of the following areas: complaint management, risk and compliance, and/or regulatory requirements

Preferred Qualifications:

  • 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
  • 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: Visit Huntington's Career Web Site for more details. Huntington does not accept solicitation from Third Party Recruiters for any position.
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