VP, Complaints Leader-Coral Springs,FL-Liberty Lake,WA

Employer
Bank of America Merchant Services
Location
Hagerstown, MD
Posted
Apr 17, 2018
Closes
Apr 18, 2018
Function
Management
Industry
Other
Hours
Full Time
Bank of America Merchant Services connects businesses and consumers by doing payments better. In an increasingly complex marketplace, we empower businesses to give consumers the right commerce experience. We consult with businesses to customize solutions that integrate selling channels, open new markets, solve problems using data, stay secure and, ultimately, accomplish more. Banc of America Merchant Services, LLC is the result of a strategic alliance between Bank of America and First Data Corp. As an industry leader with a powerful commitment to the merchant business, Bank of America Merchant Services delivers a comprehensive suite of innovative payment solutions to merchants of all sizes. We are the number one US payments processor today with over 13.5 billion credit card transactions processed annually, representing approximately 300,000 merchant based relationships. We have industry-leading products, world-class technology solutions, an expansive geographic footprint, and 2,100 full-time associates. We offer outstanding career opportunities and advancement and we promote a healthy work/life balance through special benefits and programs. Bank of America Merchant Services is an Equal Opportunity and Affirmative Action Employer of Females, Minorities, Veterans and Disabled. The VP, Client Services Complaint Manager is a leadership position responsible for the oversight and success of the Global Complaint Management Program which oversees complaint research and resolution, ensuring compliance with program standards. Specifically the role is responsible for working with BAMS and FD LOB's to continuously improve the client experience by identifying, analyzing and reducing client complaints. Further the role is responsible for reporting the information and providing feedback for the improvement of processes, procedures, and operations functions that will reduce complaints and help mitigate potential risks and issues. Essential Functions Ensure proper complaint tracking across FD and BAMS Service Teams Ability to analyze complaint data to identify trends and potential risks Own and enforce adherence of the standards established in Complaints program documents through validation and monitoring of complaint handling performance, reporting, quality assurance/quality control results and completion of root cause analysis responsibilities for the Complaint Management Team Create and oversea monthly reporting deck presented to executives and leaders across BAMS, FD and BANA Build strategic relationships with each LOB to ensure proper mitigation plans are in place to reduce complaints Continue to enhance and improve the complaint management program through procedures and training Monitor effectiveness of controls related to Customer Complaint handling, including the timely capture, resolution, reporting and analysis of Customer Complaints Identify and escalate potential risks and issues to the Applicable Businesses, senior leadership and Compliance Experience Bachelor's Degree or equivalent employment experience 6+ years of bank card experience Effective communication, time management and interpersonal skills, Decision making, problem solving and project management skills and experience Excellent written and verbal communication, including strong oral presentation skills Exceptional planning and organizational skills Proven analytical abilities Skills Demonstrated ability to handle assigned tasks under stringent timeframes, while maintaining a high degree of professionalism and accuracy A strong leadership style that effectively balances coaching & mentoring with measurement and expectation-setting Resourceful at finding the right business partners to support day to day work, escalations and projects with the ability to build, foster and maintain strong business partnerships Ability to think creatively and makes sound and accurate decisions Solves problems using data and other relevant information Highly motivated to succeed in performance driven environment Exceeds in Business Objectives or Development Goal ratings in current Bank of America Merchant role Understanding of the BAMS Risk Culture Travel Up to 10% of time This is not necessarily an exhaustive list of all responsibilities, performance standards, measurements, skills or requirements associated with this job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require other or different tasks to be performed when circumstances change. 5002 #LI-MC1 Bank of America Merchant Services ensures equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, protected veteran status, genetic information, or any other basis protected by law. The employer will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the employer's legal duty to furnish information. Nearest Major Market: Hagerstown Job Segment: Bank, Banking, Quality Assurance, Executive, Finance, Customer Service, Technology, Management

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