Job description
At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.
Our Modern, Flexible Workplace:
We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to work from anywhere at any time, allowing for more flexibility in where and how you work. We know that choice and flexibility are important to you. We also recognize that flexible and remote positions can become opportunities for military partners, caregivers, and individuals with disabilities to thrive at our company. We invite you to consider what a Modern, Flexible Workplace can mean for you! It is anticipated that an incumbent in this role will work remotely 100% of the time and will share a hoteling workspace if/when working onsite, as determined by business needs. The incumbent can work remotely from anywhere in FNBO’s 8 state footprint.
Summary of the Job:
The Associate II, Office of the President is responsible for the Complaint lifecycle. Specifically, this role is responsible for ensuring complaints are appropriately responded to and that regulatory risks and process improvement opportunities are appropriately identified and as necessary, referred for further research. The Associate will manage their own complaint process to include investigation, research, analysis/trending, decision making and responding to customer complaints through written letters as well as incoming and outgoing calls.
About This Role:
Key Accountabilities:
Ensuring the Complaint process fulfills the requirements for the Complaint Program Interact with Compliance and various other Business Units to gather information, provide feedback, etc. Understand Compliance rules to ensure all necessary documentation is accurate, valid, etc. Understand escalation topics and process Investigate, Research and Respond to customer complaints
- Responsible for reviewing interactions with customers and decisioning if it is a complaint, what type of complaint, potential escalation topic for complaint, complaint reason, root cause, and other fields that need to be determined to ensure accurate logging for trending and analysis.
- Responsible for asking investigative questions of various business units and various levels across the enterprise to address complaints.
- Responsible for decisioning how to respond and responding to customers through all channels which a complaint is received (phone, written, email, survey, social media, in-person, regulatory, web or secured email.)
Responsible for completing the necessary research, including but not limited to:
- Pulling previous customer correspondence.
- Searching, reviewing, and summarizing calls.
- Taking screenshots of various memos.
- Pulling statements.
- Need to follow instructions closely to ensure all necessary documentation is saved.
- Need to understand bank processes, products, and services.
Responsible for incoming and outgoing mail
- Proofing, printing, and mailing customer letters in response to complaints.
- Scanning and typing up incoming complaint letters for logging.
Professionalism and Teamwork
- Exhibit professional behavior and promote positive working relationships.
- Will need to be able to give direction to other team members and other business units in a professional and courteous manner.
- Maintain regular and predictable attendance in alignment with departmental/divisional policy.
- Exercise a willingness to be a resource to colleagues.
- Maintain constructive and respectful working relationships.
- Responsible for quality check of team member’s work.
Compliance: Understand and adhere to all policies, laws, and regulations applicable to this role
- Required to follow the Complaints Program and timelines.
- Adhere to the banks BSA/AML program, which includes, but not limited to, the customer identification program, customer due diligence policy, and completing all BSA/AML training in a timely manner.
- Complete compliance training by designated deadlines.
- Adherence to NPPI policies and procedures.
- Identify, monitor, and report suspicious activity.
The Ideal Candidate for This Role:
Knowledge, Skills, Education, and Experience
- Bachelor’s degree or two years related experience
- Must have experience with professional writing
- Must have Customer Service experience via phone, specifically escalation calls
- Previous Compliance experience
- Strong problem solving, time management and organizational skills
- Proven ability to work as a team
- Superior verbal/written communication skills
- Superior level of engagement and professionalism
- Demonstrated proficiency with multiple system.
- Strong ability to multi-task
- Comprehensive knowledge of Microsoft Office suite of products
- Conflict resolution
- Strong ability to flex to change
Equity, Diversity, & Inclusion:
FNBO is committed to belonging, inclusion, diversity and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations. To accomplish this, we foster a culture of belonging and inclusion so that every employee is valued, and has opportunity and the ability to make an impact. FNBO strives to reflect the diversity of the communities we serve in the makeup of our workforce.
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
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