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Northwest Bank · 4 hours ago

Resolution Analyst

Columbus, OH

Full-time

Onsite

Entry, Mid Level

2+ years exp

Northwest Bank is seeking a Resolution Analyst responsible for identifying applicable laws and regulations related to customer complaints. The role involves performing research, investigation, negotiation, and resolution of customer appeals and grievances, as well as ensuring compliance and improving customer service standards.

BankingFinancial Services

Responsibilities

Understand the reasons and factors behind complaints and working toward solving customers’ problems

Assist in identifying root cause issues when working through customer complaints, meeting with product development teams and relaying customer complaints relating to their product, customer service and support executives in order to provide solutions for complaints regarding non-compliant customer service, meeting with customers and handling their complaints directly, and in preparing reports, discuss reports and manage meetings with outside/internal examiners regarding compliance functions listed above

Ensure document and data integrity, and compliance within subsidiaries and affiliates

Review the list of complaints from customers

Monitor complaints and works toward reducing their numbers

Communicate guidance to appropriate business units

Prepare findings report and executive & board summary reports

Analyze complaints and determine root cause

Keep an inventory of customer complaints in order to review them and improve the standards of Northwest

Maintain regulatory compliance in nontraditional banking business units

Recommend improvements to procedures

Maximize technology tools available, and benefits to Northwest

Minimize departmental non-payroll costs and risk

Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations

Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency

Work as part of a team

Work with on-site equipment

Complete special projects as assigned

Abide by the rules of the safety and loss prevention program

Perform work tasks in a safe manner

Report any and all injuries to supervisor

Know what to do in case of an emergency

Qualification

Regulatory complianceCustomer serviceAnalytical skillsProblem solvingCommunication skillsCustomer relationsStress managementTeamworkOrganizational skillsTime management

Required

Bachelor's Degree in business or related degree

2 - 6 years of customer service and/or regulatory compliance business related experience

Ability to establish effective working relationships among team members and participate in solving problems and making decisions

Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written

Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information

Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information

Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas

Excellent customer service ethics and troubleshooting skills

Exceptional communication skills

Has a genuine concern for customer complaints, strong ability to investigate complaints in order to determine the root cause, and is creative in finding solutions for complaints

Organized and meticulous

Maintains outstanding customer relations

Ability to work under stress, and highly result oriented

Ability to provide and implement a regulatory compliance program for non-traditional banking functions and ability to provide ongoing monitoring of those business units

Ability to aid in the enhancement of the Company's Fraud protection program