Senior Associate, Member Services Contac

Senior Associate, Member Services Contact Center Customer Relations

If you are looking for a meaningful career, you'll find it here at Webster. Founded in 1935, our focus has always been to put people first doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster's values, these set us apart as a bank and as an employer. Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

Respond to, investigate, negotiate, and resolve customer complaints on behalf of Webster Bank through extensive research and collaboration with senior managers of a single business line. Work with and through corporate office of the president, compliance, and legal partners to communicate with state / federal agencies, as warranted, to address regulatory and compliance issues arising from complaints. Handle Unauthorized Disclosure to completion. Facilitate all aspects of the VOCs through the complaint process. Monitor and address all Social Media complaints.

• Develop thorough understanding of policies and general business operations of a single business line
• Develop extensive knowledge of the terms and conditions of products offered, as well as regulatory issues related to such products.
• Use knowledge, discretion, and independent judgment in investigating, responding to, negotiating, and resolving customer complaints on behalf of a line of business. Leads investigation and resolution of customer complaints.
• Research and analyze applicability of various Bank policies in relation to customer complaints. Consider the Bank's (and the specific business line's) objectives and regulatory obligations in applying, deviating from, or waiving Bank policies.
• Evaluate and decide between possible responses to complaints. Determine extent to which internal and external resources may assist in providing input or support on resolutions to complaints. Represent Bank in communicating complaint resolution results to appropriate parties.
• Work with senior management to generally recommend, formulate, affect, implement, and interpret Bank policies and / or revisions to policies.
• Correspond on behalf of Bank with OCC, Consumer Finance Protection Bureau, State Banking Department, Better Business Bureau, and Attorney General's Office during audits and / or complaint resolution.
• Counsel, coach, and train customer support representatives to complaint recurrence avoidance.
• Create and present reports to senior management on complaint resolution metrics and results.

Skills and Abilities