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Customer Advocacy QA Analyst in Columbus at Huntington

Date Posted: 10/11/2018

Job Snapshot

Job Description

Customer Advocacy Team Quality Assurance Analyst

The Customer Advocacy Team Quality Assurance Analyst responsibilities include:

  • Completes Customer Advocacy 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, timeliness of service levels and regulatory response requirements.
  • Analyzes, communicates with and advises 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.
  • May mentor team members and assist with complaint data analysis.

Basic Qualifications:

  • Bachelor's Degree or in lieu of a Bachelor's degree, a minimum of 5 years of experience in complaint and resolution management, compliance, QA, financial regulation or risk is required.
  • A minimum of 3 years of experience in complaint and resolution management, compliance, QA, financial regulation or risk is required.

Preferred Qualifications:

  • Microsoft Office Suite Experience
  • Strong Research Experience
  • Analytical skills and problem resolution experience
  • Previous Quality Assurance Reviews / Testing experience
  • Excellent written and oral communications skills
  • Understanding of financial industry regulations
  • Experience with consumer complaints resolution
  • A strong understanding of UDAAP (Unfair, Deceptive or Abusive Acts and Practices)

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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