Bank Complaint Quality Assurance Analyst

Job Description

Job Description

Support Complaints department

Quality work of bank - Advocacy Complaint department – most escalated complaints.

Ensure they’re following procedures

Life cycle of a Complaint –

Complaint comes in from MSR, gets logged, is escalated and sent over to customer advocacy group which this team quality checks. This team would then discuss complaint, get to root of issue, in these 3 phases:

1. Intake

2. Research and escalation

3. Resolution & response

This resource will do call monitors/call reviews to evaluate whether the complaint was handled with accuracy, empathy, according to process and within SLO. Basically, they’re doing QA/QC on the quality of complaint process.

Overview:

- Following test scripts, reviews,

- Review calls/call monitoring - Ensure complaints handled with accuracy, completeness, within SLO

- Did they send out the acknowledgement, was it categorized correctly.

- This is in a risk/controls type of environment

Requirements:

- Financial services experience

- Bank complaint experience

- Quality or control/risk type experience

- Regulations – UDAAP, REG E, BSA/AML is preferred.

Volume: approximately 85 per day

Company Description

Who We Are:
Peyton Resource Group (PRG) has a 20-year track record of delivering real results for our clients. With offices in Dallas, San Antonio and Austin, PRG is an innovative industry leader utilizing the latest technology to drastically reduce the time-to-hire problem plaguing most companies today.
What We Do: We innovate. We understand. We collaborate. We move forward. We get IT done.

How We Do It:
We partner with world-class organizations that offer exciting career paths to their employees.
We cultivate relationships with the best and brightest talent in the marketplace.
We leverage technology in a way that is helping to redefine the staffing industry.
Our Results: We solve today's critical staffing challenges, while delivering best-of-class professionals to our clients.

Company Description

Who We Are:\r\nPeyton Resource Group (PRG) has a 20-year track record of delivering real results for our clients. With offices in Dallas, San Antonio and Austin, PRG is an innovative industry leader utilizing the latest technology to drastically reduce the time-to-hire problem plaguing most companies today.\r\nWhat We Do: We innovate. We understand. We collaborate. We move forward. We get IT done.\r\n\r\nHow We Do It:\r\nWe partner with world-class organizations that offer exciting career paths to their employees.\r\nWe cultivate relationships with the best and brightest talent in the marketplace.\r\nWe leverage technology in a way that is helping to redefine the staffing industry.\r\nOur Results: We solve today's critical staffing challenges, while delivering best-of-class professionals to our clients.