Manager of Complaint Escalation and Customer Feedback

Position Title: Manager of Complaint Escalation and Customer Feedback
Business Unit: Retail Operations
Reports To: Manager of Consumer Banking Solutions

Position Overview:
Responsible for managing the daily functions of the customer feedback and complaint escalation programs. Ensures all feedback (regulatory agency, customer related written/telephone/internet/in-person and other survey programs) is categorized and analyzed. Identifies root cause, shares findings with appropriate groups and recommends policy, training and/or procedure changes. Works with CBS reporting group to provide consolidated reporting. Ensures all complaints are researched and effectively resolved. Provides technical resolution and communication support.

Primary Responsibilities:
Monitors adherence to the Customer Feedback Program policy and procedures. Identifies and reports on employee participation. Ensures customer responses are in compliance with FNB's Complaint Policy.

Oversees and ensures the timely delivery of reporting generated from the feedback. Ensures feedback is categorized based on submission content. Communicates findings to appropriate department heads and recommends policy, procedure and/or training needs.

Ensures all escalated complaints are researched and resolved. Ensures all responses are provided to the appropriate regulatory agencies and customers within the guidelines of law and policy. Provides technical support and oversight of customer responses to ensure the message is within FNB guidelines and regulatory requirements. Oversees management of CFPB Portal.

Identifies and elevates potential risks to supervisor. Coordinates and/or facilitates solution teams/committees as needed.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program. F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Education:
BA or BS

Minimum Years Experience:
5

Special Skills:
Excellent management skills
Excellent organizational, analytical and interpersonal skills
Excellent communication skills, both written and verbal
Ability to work and multi-task in a fast paced environment
Excellent customer service skills
Detail-oriented
MS PowerPoint - Intermediate Level
MS Word - Intermediate Level
Experience in a related position, including retail and/or customer service

Understanding of bank systems and technology, including database management

Familiar with Consumer regulatory requirements

Special Licenses and Certificates:
N/A

Physical Requirements:
N/A

Equal Employment Opportunity (EEO):

It is the policy of FNB not to discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or status as a protected veteran. FNB provides all applicants and employees a discrimination and harassment free workplace.