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Customer Advocacy Response Spec II in Columbus at Huntington

Date Posted: 7/28/2018

Job Snapshot

Job Description

As part of the Customer Advocacy department, the Priority Response Unit is responsible for oversight and management of escalated or other complaints within the enterprise. We strive to provide the highest level of service to all of our customers. This role is responsible for reviewing, researching and addressing complex customer complaints, providing resolutions to those complaints, advocating for and educating customers, and identifying potential enhancement opportunities.

Complaint Management Responsibilities Include:

  • Review, record, investigate and respond to complex customer complaints received from regulatory agencies, company executives, and other sources
  • Perform research to identify root cause of complaints by collaborating with other colleagues and departments
  • Identify possible areas of risk raised in customer complaints and escalate to management as needed
  • Bring new ideas to improve the customer and colleague experience utilizing Continuous Improvement methodology and collaborating across the Customer Advocacy team
  • Partner with Corporate Compliance, Legal Department and other subject matter experts as appropriate
  • Evaluate and reassign complaint cases to appropriate colleague and departments when needed
  • Ensure accurate, appropriate and thorough responses are being provided prior to Compliance reviews and distribution to customers or other third parties
  • Follow the procedures and policies around data quality in the following areas:
  • Compliance with defined SLAs and quality of dates used within the complaint management tool
  • Appropriate categorization, including root cause identification
  • Appropriate Escalation (Management, PRU or Compliance/Legal)
  • Adequate resolution
  • Sufficient documentation maintained in the complaint management tool
  • Assist in identifying quality assurance related items or policy compliance risk for segment level reporting

Basic Qualifications:

  • High school diploma
  • Minimum of 5 years of experience working in a customer service oriented environment

Preferred Qualifications:

  • Bachelor's degree
  • Previous experience providing written and verbal responses to customer complaints
  • At least 2 years' experience conducting in depth research preferred
  • At least 2 years' experience drafting written responses to complaints
  • At least 2 years' experience managing regulatory customer complaints in the financial industry preferred
  • Prior compliance, legal, or risk management experience preferred
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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