Complaint Resolution Specialist (Flex/Hattiesburg)

About the role

The Complaint Specialist at Regions is responsible for researching and resolving customer complaints from the Office of Customer Satisfaction’s Customer Complaint Program. This role involves managing multiple tasks, ensuring compliance with risk management programs, and applying disciplined change management practices.

Responsibilities

• Researches and resolves complaints from the Centralized Customer Complaint (CCC) Database
• Follows guidance outlined in the Customer Complaint Program
• Handles the complaint to ensure all tasks are completed
• Ensures complaint summary, associate action and resolution taken is thorough
• Attaches supporting documentation and correspondence as appropriate
• Communicates with management to coordinate efforts and resolution of customer complaints
• Identifies opportunities for process improvement
• Maintains statistics regarding type and volume of requests processed
• Ensures compliance with risk management programs, rules and regulations, and cybersecurity practices; identifies opportunities for and supports process improvements; applies disciplined change management practices

Requirements

• A High School Diploma or GED
• Two (2) years of contact center, branch or banking experience

Preferences

• Bachelor's degree

Skills and Competencies

• Ability to interpret and ensure compliance with applicable rules, regulations, and industry guidance
• Excellent de-escalation and complaint resolution skills
• Extensive product and systems knowledge
• Proficient in Microsoft Office (specifically Word, Excel)
• Strong analytical and problem-solving skills
• Strong interpersonal skills
• Strong verbal and written communication skills

Hours

Monday-Friday 8am-5pm. Flexibility following 6 months of in-office training.

Location

Hattiesburg, Mississippi

Equal Opportunity Employer

including Disabled/Veterans

Job Posting Details

This position is intended to be onsite, now or in the near future. Associates will have regular work hours, including full days in the office three or more days a week. The manager will set the work schedule for this position, including in-office expectations. This position may be filled at a higher level depending on the candidate’s qualifications and relevant experience.

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

Benefits Information

Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for benefits-eligible associates. This includes Paid Vacation/Sick Time, 401K with Company Match, Medical, Dental and Vision Benefits, Disability Benefits, Health Savings Account, Flexible Spending Account, Life Insurance, Parental Leave, Employee Assistance Program, Associate Volunteer Program, and more. For more information, please visit this link.