This position will provide oversight, investigation, coordination and facilitate responses to Bank management and other stakeholders. The manager will ensure all escalated complaints are handled in a professional, proper, and timely manner. Additionally, this position will be responsible to track, evaluate, and escalate complaint trends for evaluation and remediation, if needed.

Essential Duties and Responsibilities

• Manage complaints in line with standards, policy, and procedures, and identify and facilitate effective and proper resolutions of escalated complaints
• Provide subject matter expertise to stakeholders on effective complaint management processes to support and enable proper response, risk mitigation and remediation, if needed
• Ensure complaints and responses are accurately recorded, and proper policies and procedures are adopted for triage, resolution, and escalation to ensure all complaints are managed effectively and to minimize risk
• Suggest strategies for the continuous monitoring, evaluation and improvement of complaints management and make recommendations to facilitate informed decision making, drive product and service improvements and build a culture of continuous improvement
• Develop and maintain collaborative relationships with all stakeholders to develop a mutual understanding on complaints management escalation processes and facilitate effective complaints resolution
• Keeping abreast of banking practices and regulatory changes while dealing with a diverse range of complex matters in a high volume or sensitive environment
• Effectively prioritizing workflow in a high volume and time pressured environment where inputs and information from multiple internal and external sources are required to complete activities
• Acting as a change agent and implementing change processes and plans in the solution of stakeholder and customer issues in an environment where there may be resistance to change
• Compile statistics and information designed to document conformity with compliance policies and procedures.
• Interact with state and federal regulatory examiners
• Participate in various conferences, seminars, and other activities for continuing education of compliance related issues
• Maintain a strong knowledge of banking and regulatory environments
• And conduct other duties as assigned

Education and Experience Requirements

• Bachelor's degree strongly preferred
• 3-5 years of banking experience
• Experience with banking regulatory compliance experience
• CRCM Certification preferred
• Or an equivalent combination of education and experience that provides the required knowledge, skills, and abilities

Knowledge, Skills, and Abilities Requirements

• In depth knowledge of bank regulations, requirements, and application of those regulations
• Establishes effective working relationships among team members
• Participates in solving problems and making decisions
• Obtain and maintain proficient knowledge of bank products, services, policies and procedures
• Strong interpersonal skills and able to use those skills to motivate people to change
• Able to work independently
• Able to read and interpret complex text
• Strong attention to detail and effective written and oral communication skills are required
• Strong computer skills in a Microsoft Windows environment (Excel, Work and Outlook)

TAB Bank Offers:

• Onsite Gym
• Tuition Reimbursement
• Paid Holidays
• Gym Reimbursement
• College Scholarships for Employees and Families
• 401(k)
• Paid Time Off (PTO)
• Employee Assistance Program (EAP)
• I Made the Grade
• Holiday Club Program
• Medical, Dental, Vision, Life and AD& D, Voluntary Disability, Flex Spending & Dependent Care

TAB Bank will not sponsor applicants for work visas.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.