Complaint Resolution Specialist (Flex/Hattiesburg)

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.

Regions is dedicated to taking appropriate steps to safeguard and protect private and personally identifiable information you submit. The information that you submit will be collected and reviewed by associates, consultants, and vendors of Regions in order to evaluate your qualifications and experience for job opportunities and will not be used for marketing purposes, sold, or shared outside of Regions unless required by law. Such information will be stored in accordance with regulatory requirements and in conjunction with Regions’ Retention Schedule for a minimum of three years. You may review, modify, or update your information by visiting and logging into the careers section of the system.

Job Description:

At Regions, the Complaint Specialist researches and resolves customer complaints received from the Office of Customer Satisfaction’s Customer Complaint Program.

Primary Responsibilities

• Researches, resolves, and responds to complaints from the Centralized Customer Complaint (CCC) Database
• Follows guidance outlined in the Customer Complaint Program
• Handles the complaint to ensure all tasks are completed
• Ensures complaint summary, associate action and resolution taken is thorough
• Attaches supporting documentation and correspondence as appropriate
• Communicates with management to coordinate efforts and resolution of  customer complaints
• Identifies opportunities for process improvement
• Maintains statistics regarding type and volume of requests processed
• Ensures compliance with risk management programs, rules and regulations, and cybersecurity practices; identifies opportunities for and supports process improvements; applies disciplined change management practices

This position requires the tracking of time and is eligible for overtime hours worked in excess of 40 per week under the Fair Labor Standards Act.

Requirements

• High School Diploma or GED
• Two (2) years of contact center, branch or banking experience

Preferences

• Bachelor's degree
• Experience with business or professional written correspondence

Skills and Competencies

• Ability to interpret and ensure compliance with applicable rules, regulations, and industry guidance
• Ability to manage multiple tasks and deadlines in a highly detailed, fast paced environment
• Excellent de-escalation and complaint resolution skills
• Extensive product and systems knowledge
• Proficient in Microsoft Office (specifically Word, Excel)
• Strong analytical and problem-solving skills
• Strong interpersonal skills
• Strong verbal and written communication skills

Hours:

Monday-Friday

8am-5pm

Flex opportunity follwing 6 months of in office training

This position is intended to be onsite, now or in the near future. Associates will have regular work hours, including full days in the office three or more days a week.  The manager will set the work schedule for this position, including in-office expectations.

This position may be filled at a higher level depending on the candidate’s qualifications and relevant experience.

Position Type

Full time

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.

Job Range Target:

Minimum:

$39,150.00 USD

Median:

$47,286.00 USD

Incentive Pay Plans:

This job is not incentive eligible.

Benefits Information

Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for benefits-eligible associates. Listed below is a synopsis of the benefits offered by Regions for informational purposes, which is not intended to be a complete summary of plan terms and conditions.

• Paid Vacation/Sick Time

• 401K with Company Match

• Medical, Dental and Vision Benefits

• Disability Benefits

• Health Savings Account

• Flexible Spending Account

• Life Insurance

• Parental Leave

• Employee Assistance Program

• Associate Volunteer Program

Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time. To learn more about Regions’ benefits, please click or copy the link below to your browser.

https://www.regions.com/about-regions/welcome-portal/benefits

Location Details

Hattiesburg Mortgage Ops

Location:

Hattiesburg, Mississippi

Equal Opportunity Employer/including Disabled/Veterans

Job applications at Regions are accepted electronically through our career site for a minimum of five business days from the date of posting. Job postings for higher-volume positions may remain active for longer than the minimum period due to business need and may be closed at any time thereafter at the discretion of the company.