Customer Advocacy Analyst, Digital Banking

Job Summary:

• Responsible for serving as a critical liaison between customers and the Bank.
• Ensures timely, compliant, and customer-focused resolution of complaints and service concerns.
• Collaborates with various teams to investigate issues and implement solutions.

Duties and Responsibilities:

• Respond to and resolve customer complaints received via phone, email, social media, and other channels.
• Conduct thorough investigations by gathering information from internal systems, management, and customers.
• Accurately document complaints, investigations, and resolutions in a complaint management system.

Qualifications:

• Minimum of 3 years in customer relations or complaint management in financial services.
• Experience handling regulated complaints (e.g., FDIC, CFPB, OCC, BBB).
• Proficiency with Microsoft Office tools and excellent communication skills.

Perks/Benefits:

• Offers comprehensive health, dental, and vision plans.
• Provides 4 weeks PTO and a 401k with company match.
• Supports remote or hybrid work schedules and incentives for sustainable commuting.