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Green Dot Corporation · 2 weeks ago

Agency Complaints Specialist (Blue Ash, OH)

US-OH Cincinnati Operations Office

Full-time

Onsite

Mid, Senior Level

$58K/yr - $87K/yr

7+ years exp

Green Dot Corporation is seeking an Agency Complaints Specialist to investigate and respond to regulatory complaints filed by customers. The role involves managing escalated customer issues, ensuring timely resolutions, and advocating for customer needs while maintaining high professional standards.

FinanceFinancial Services

No H1B

Responsibilities

Provide accurate and comprehensive written analysis and responses to customer complaints that have been filed with a state or federal regulator within the appropriate timeframes

Ensure that all customer escalations that have been filed with a state or federal regulator are managed to excellent professional standards and within Green Dot terms and policies

Demonstrate ownership of customer issues and work proactively with Green Dot business units, partners, and vendors to manage issues through to a complete resolution in a timely manner

Demonstrate sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters, whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority

Demonstrate ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting, and analyzing systematic issues and recommending solutions to improve processes and products

Advocate as the “voice of the customer” to Green Dot. Proactively make recommendations to address root causes of escalations and complaints by leveraging escalation contacts and processes

Understand current business processes and tools that impact our customers and work with manager and the necessary owners internally to resolve any issues and fix processes

Share information and knowledge with other team members to recognize and reduce the number of repeated issues

Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained

Follow escalation and complaint procedures to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues

Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused front-line efforts to fail

Support Green Dot employees and executives with resolving customer issues

Maintain contact with all other relevant customer groups within Green Dot to ensure support for resolution of customer issues, consistency of approach and smooth cross-department cooperation

Actively participate in ensuring that Green Dot knowledge base is up to date

Participate in team meetings, discussions and other activities as required in order to support the team and improve quality of the operation

Qualification

Regulatory compliance experienceCustomer service experienceWritten communication skillsBank compliance knowledgeAnalytical skillsPC software proficiencyInterpersonal communicationOrganizational skillsProblem-solving skillsAttention to detail

Required

3 years of experience with responding to written regulatory complaints (or equivalent)

Knowledgeable in bank and deposit compliance regulations (e.g. Regulation E and UDAAP)

Must be able to exercise discretion and independent judgment with minimal supervision

Exceptional written skills with the ability to communicate with all levels of executive management

Excellent oral and interpersonal communication skills

Excellent organizational skills

Detailed oriented and strong listening and analytical skills

Intermediate level of knowledge/expertise with PC hardware and software (Word, Excel, Access and PowerPoint)

Demonstrated ability to work well in a high paced work environment

Committed to providing objective and unbiased analysis of work production

Dedication to providing exceptional customer service

Preferred

Bachelor's Degree preferred

7 years of customer service experience preferred

3 years of regulatory, compliance, legal, audit, risk management or other relevant experience (e.g., resolution of customer complaints) preferred, experience in a financial services environment a plus

Company

Green Dot Corporation

Glassdoor2.9

About Green Dot Green Dot Corporation (NYSE: GDOT) is a financial technology platform and registered bank holding company that builds banking and payment solutions to create value, retain and reward customers, and accelerate growth for businesses of all sizes.

Founded in 1999

Austin, Texas, USA

1001-5000 employees