Complaints Manager (Remote)

Join us on our mission to create a completely new, 100% digital bank that truly serves customers' best interests. We are a close-knit and fun-loving team of seasoned financial services professionals who came together for the challenge of building a bank from scratch - and we are committed to doing it all the right way (from technology infrastructure to modern marketing to customer experience).

The anticipated salary range for this role is between $91,000.00 and $135,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

We work with the flexibility and speed of a start-up. But we also have significant stability and capital from being part of the SMBC Group (Sumitomo Mitsui Banking Corporation). SMBC is the second largest bank in Japan and the 12th largest bank in the world with operations in over forty countries. And SMBC is committed to disrupting the US marketplace with ground-breaking products.

It is the best of both worlds, and we are seeking proven marketing leaders to propel us towards a national launch. We have both the ambitious growth plans and the 'patient capital' necessary to execute a multi-year plan. Join us on the journey to deliver an exciting concept of evolved banking.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Oversee the handling of level 1 and 2 customer complaints to ensure timely and satisfactory resolution, while adhering to company policies and regulatory requirements. 
• Perform daily audits to ensure all reporting, tickets and calls are being handled adhering to company policies. Ensure detailed resolution notes are captured, and root cause analysis is properly conducted. 
• Collaborate daily with second line complaints team to ensure proper reporting, sharing of information and transparency across teams. 
• Perform weekly updates to leadership sharing complaint trends and findings. 
• Drive continuous improvement initiatives to streamline complaint management processes, enhance efficiency, and minimize recurrence of complaints. 
• Collaborate with all departments, including contact center, to address underlying issues contributing to customer complaints. 
• Collaborate with the voice of customer team to advocate for customer needs and driving initiatives to improve customer satisfaction and loyalty. 
• Provide guidance, training and support to customer-facing teams on effective complaint handling techniques, customer empathy, and conflict resolution skills. 
• Stay abreast of relevant regulations and industry standards related to complaint management and ensure compliance across the organization. 
• Work with Customer Leadership to define key performance indicators (KPIs) for measuring complaint resolution effectiveness and monitor performance against targets. 
• Oversee administrative functions related to Human Resources (scheduling, time off, forecasting, performance reviews, disciplinary action)
• Escalate significant risks and loss exposure to senior management. 
• Maintain and develop where needed training, procedures, and department polices.

POSITION SPECIFICATIONS:

• Bachelor’s degree in business or another related field or equivalent work experience preferred. Legal education or background highly desirable.
• 10+ years in a leadership role overseeing customer complaints management, preferably in Legal experience or familiarity with relevant regulations and compliance requirements is preferred.
• Strategic mindset with the ability to develop and implement long-term plans to enhance customer satisfaction and loyalty, considering compliance and legal concerns.
• Exceptional analytical and problem-solving skills, with the ability to conduct root cause analysis and drive process improvements while considering regulatory, legal constraints, and risks.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across all levels of the organization and with legal counsel.
• Leadership qualities with the ability to inspire and motivate teams to achieve goals and drive continuous improvement, while ensuring legal compliance.

EOE STATEMENT
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

CCPA DISCLOSURE
Personal Information Collection Notice: This notice contains information under the California Consumer Privacy Act (CCPA) about the categories of personal information (PI) of California residents that SMBC MANUBANK collects and the business or commercial purpose(s) for which the PI may be used. We do not sell PI. More information about our collection and use of PI may be found in our CCPA Privacy Policy at https://www.smbcmanubank.com/privacy/ccpa-disclosure. Persons with disabilities may contact our Customer Contact Center toll-free at (877) 560-9812 to request the information in this Notice in an alternative format.