AMVETS Jobs

Complaint Specialist Sr Comerica's Complaint Management Program serves a variety of purposes: Regulatory Compliance, Risk Mitigation, Customer Protection and Enhanced Experience, Operational Efficiency, and Reputation Management. Complaints are when the customer or someone acting on their behalf is expressing dissatisfaction or alleging wrongdoing about a product or service of Comerica or one of its Third-Party Suppliers. The Complaints Specialist Senior key areas of responsibility may include performing a variety of roles in the Complaint Management Lifecycle including Intake, Research and Investigation, Root Cause Analysis, Restitution, Resolution, Responses and Closures depending to the type of Complaint. Complaints are received through a variety of intake channels in multiple areas of the bank. Position Responsibilities: Research, Investigation and Root Cause Analysis * Receives compliant directly from a Comerica Customer or change of ownership from another area of the bank who performs intake. * Determines if the complaint involves a governing regulation and/or if it was violated. * Resolves complaints with minor research and investigations required and proceeds to closure. * Conducts more extensive research and investigation on complaints that cannot be easily closed; obtains and documents facts, data, and supporting documentation. * Identifies other parties in the bank that own the product and/or process associated with the complaint to determine who should resolve (Banking Center, BCO, Third Party Mgt, Fraud, Quality, Product Owner, etc.) and reassigns as appropriate. * Identifies High Risk complaints. Directs regulatory/agency complaints to Corporate Quality * Proposes a Root Cause Analysis on select High-Risk Complaints to identify and classify the Root Cause of the process breakdown, whether it is an individual customer or multiple customers, control gap/weakness, training gaps or Issue that serves as the basis of the complaint. Resolution and Closure * Determines a proposed resolution ensuring the recommendation addresses all elements of the complaint. * Determines whether an individual complaint requires restitution (monetary and non-monetary) and escalates; provides supporting evidence to support or not support restitution. * Documents the proposed resolution and response as well as supporting materials. * Reviews with the appropriate parties to ensure alignment with policies and procedures. * Documents communication details provided to the complainant and closes complaint case within established timeframes. Monitoring and Testing * Monitors activities to ensure Complaint Management process is adhering to approved policies, procedures, and practices and in accordance with annual monitoring plans. * Monitors volumes of complaints and compiles the results of ongoing monitoring assessments for management. * Reviews samples of communication data (customer service requests, inquiries) to ensure they were properly categorized or should have been identified as complaints. * Provides Business Control Officers with complaint data, information, recorded calls, and access to required systems so the BCO can perform testing. Reporting * Extracts, analyzes and compiles reports on an established regular basis to include the overall Complaints data from Business Unit, Third-Party suppliers, BCO and any identified trends, control weaknesses and increased Compliance risks. Objective is to increase awareness and accountability. * Provides reports to leadership, Corporate Quality, key stakeholders, and Corporate Compliance * Identifies common complaint trends and themes, escalates overarching concerns (e.g., sudden increase in Complaint volume) to manager. * Documents notable findings from the data aggregation and draft report for manager review and approval prior to sending to Corporate Quality, Corporate Compliance and Senior Management, as applicable. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled