Oversee, document, and track member complaints while ensuring timely, accurate, and compliant resolution to appropriate parties.
Lead investigations into member complaints by identifying and collaborating with applicable business units.
Ensure that service recovery strategies will restore member satisfaction and align with credit union values, policies, regulatory requirements, and industry best practices.
Develop and deliver reports for executive leadership regarding complaint trends, case status, resolution outcomes, and recommended actions to mitigate identified risks and strengthen operational controls.
Maintain and audit records of all complaints, investigations, and service recovery activities.

Bachelor’s degree in business, finance, communications, or a related field preferred.
4+ years of experience in customer service, complaint management, or service recovery.
2+ years of experience with HMDA, Fair Lending analysis, and reporting tools in a regulated financial industry.

Service Recovery, Complaints Manager

Key skills