Senior Equipment Finance Quality Specialist

About the role

The Complaint Management Specialist is responsible for managing and investigating customer complaints, partnering with business teams to drive timely and appropriate resolutions and identifying opportunities to improve processes, controls, and the overall customer experience. This role includes the daily responsibilities in case management but also handles more complex and sensitive complaints, supporting agency complaint investigations, regulator audits, as well as performing quality and trend reviews to support performance management and regulatory expectations. The ideal candidate demonstrates strong investigative and analytical skills, sound judgement, polished written and verbal communication, and the ability to independently manage complex issues while effectively collaborating across business support functions.

Responsibilities

• Monitor open complaint cases and partner with front‑line business teams, including Sales, to ensure cases are actively managed, customer communications are timely and appropriate, service‑level agreements (SLAs) are met, and the appropriate departments and resources are engaged to support resolution.
• Collaborate with business partners to ensure customer concerns are fully understood, appropriately addressed, and resolved in alignment with established processes and customer commitments; assist with customer correspondence and communication when needed.
• Review complaint case details to ensure the customer’s concern is accurately represented through appropriate selections, classifications, documentation, and case notes; identify discrepancies or missing information and work with case owners to correct them; assist management with keyword search and QA audits.
• Support investigations and review of customer complaints submitted to external agencies (e.g., Better Business Bureau); provide case information, conduct research, gather supporting documentation, and assist with investigation and responses; coordinate with front‑line partners and internal stakeholders to obtain information and support timely resolution.
• Identify and ensure escalation to Second Line partners for complaints requiring additional review based on nature, regulatory considerations, or indications of a bank error; ensure root‑cause analysis is conducted and documented; provide supporting information and assist with follow‑ups.
• Evaluate complaint case data for completeness, accuracy, and consistency with established processes, procedures, and regulatory requirements.
• Assess and perform deep analysis of complaint activity for potential process, system, training, or internal control gaps; identify recurring issues and evaluate adequacy of existing controls.
• Communicate observations and provide constructive coaching to business partners on case management, documentation, process adherence, customer communication, and complaint handling.
• Build effective relationships across business, operations, compliance, and other support functions to facilitate timely resolution of complaints and drive sustainable improvements.
• Review complaint information and trends to identify areas of opportunity, emerging risks, and recurring customer concerns; communicate findings to stakeholders and leadership.
• Support adherence to applicable complaint management requirements by ensuring cases are appropriately documented, escalated, and resolved in accordance with policies, procedures, and regulatory expectations.
• Identify trends, recurring issues, and opportunities for process, system, training, and customer improvements; collaborate with business partners and subject‑matter experts to develop and implement enhancements.

Basic qualifications

• Bachelor’s Degree and 1 year of experience –OR– High School Diploma or GED/Equivalent and 5 years of experience in Operations.

Required qualifications

• Intermediate/advanced MS Office skills (particularly Excel and SQL).
• Complaints management experience.
• Detail‑oriented and collaborative.
• Strong analytical and problem‑solving skills.
• Ability to work independently and multi‑task.

Preferred qualifications

• Familiarity with testing and monitoring activities to identify potential issues and/or emerging risks.
• Quality assurance experience.
• Equipment finance knowledge.
• Process improvement expertise.
• Regulatory compliance background.

Benefits

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.