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Regular or Temporary:
Language Fluency: English (Required)
1st shift (United States of America)
Please review the following job description:
Provide full resolution and response to verbal and written client complaints received by the Community Bank from Corporate Compliance (e.g. CEO line), or escalated from Community Bank branches, in a professional and respectful way to ensure regulatory compliance and operational accuracy.
Ensure the delivery of high-quality service and support, providing the highest level of professionalism and the Perfect Client Experience (PCE) with clients both internally and externally. Ultimately, reduce regulatory and reputational risk by ensuring the Community Bank promptly and accurately processes complaints received from clients, federal and state regulatory agencies and other parties.
Essential Duties and Responsibilities:
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
1.Provide full resolution and response to verbal and written client complaints received by the Community Bank from Corporate Compliance (e.g. CEO line), or escalated from branch, in a professional and respectful way to ensure regulatory compliance and operational accuracy.
2.Ensure all client concerns from the complaint have been adequately addressed in a timely fashion and that proper grammar and professional correspondence is used when communicating with the branches and clients.
3.Execute on the BB&T Mission, Vision and Values and demonstrate PCE in interactions with clients and other parties (e.g. Community Bank branches, regional senior leadership team, lines of business (LOBs), Corporate Compliance) on matters related to the full resolution of complaint investigation and response.
4.Sustain expertise needed to serve as a "super user" for the Complaint Management System. Make certain that accurate information and documentation is collected from Community Bank users (e.g. branch associates, Mortgage Loan Officers) for data aggregation and analysis, management reporting, trending, root cause analysis and recordkeeping.
5.Maintain current professional specialized knowledge of compliance regulations, bank products, Branch Operations Manual policy and procedures and other Community Bank strategies by completing all training applicable to area of expertise.
6.Escalate complaint-related trends and concerns to management, as needed.
Required Skills and Competencies:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.Associate's degree, or equivalent education and related training
2.Three years of client service experience in financial services industry
3.Excellent client service skills
4.Consistent success in effective problem resolution
5.Ability to appropriately prioritize and organize tasks to meet firm deadlines
6.Ability to function effectively on a team with an off-site manager
7.Strong listening, verbal and written communication skills and good attention to detail
8.Strong interpersonal skills
9.Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
10. Ability to travel, occasionally overnight
1.Three years of related experience in complaint resolution in the financial services industry
2.Three years of experience in retail lending-related role in the financial services industry
BB&T is an Equal Opportunity Employer and considers all qualified applicants regardless of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law.
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