Client Experience Complaint Coordinator

Client Experience Complaint Coordinator
The Client Experience Complaint Coordinator researches and responds to customer survey and verbal complaints and other escalations accurately and timely within company, investor, and regulatory guidelines to protect the customer and company from litigation, fines, and penalties. This role supports all Bank lines of business (Banking, Servicing and Commercial).
Key Responsibilities and Duties

• Researches and ensures resolution of survey, verbal, and social media complaints.
• Provides client outreach to relay resolution, written as needed.
• Ensures any required system maintenance related to the response is performed (fees, account maintenance).
• Maintains the Bank’s position and reputation within responses and adheres to Bank policy and procedure guidelines.
• Works closely with other coordinators and lines of business to drive resolution of complaints. Provides necessary feedback about the root cause of the complaint.
• Assists with special projects and implements process improvement initiatives.
• Coordinates responses with management, Legal, and/or Compliance.
• Performs other duties as assigned.

Educational Requirements

• University (Degree) Preferred

Preferred Qualifications

• 2+ years in customer complaint handling, escalations, or call center customer experience within financial services (banking or commercial banking).
• Working knowledge of banking regulations and complaint handling standards (e.g., CFPB expectations, UDAAP, Fair Lending, Reg E/Z/DD) with proven ability to adhere to policy and documentation requirements.
• Strong written and verbal communication skills with experience documenting investigations and resolutions in case management/CRM tools

Physical Requirements

• Physical Requirements: Sedentary Work

Role Specific Work Experience

• No Experience Required

Career Level
5IC

Posting end date: 4/3/26