Description

Huntington Bancshares Incorporated is an approximately $100 billion asset regional bank holding company headquartered in Columbus, Ohio, with a network of nearly 1,000 branches and nearly 2,000 ATMs across eight Midwestern states. Founded in 1866, The Huntington National Bank and its affiliates provide consumer, small business, commercial, treasury management, wealth management, brokerage, trust, and insurance services. Huntington also provides auto dealer, equipment finance, national settlement and capital market services that extend beyond its core states. Visit huntington.com for more information.

As part of the Customer Advocacy department, the Priority Response Unit is responsible for oversight and management of escalated or other complaints within the enterprise. We strive to provide the highest level of service to all of our customers. This role is responsible for reviewing, researching and addressing complex customer complaints, providing resolutions to those complaints, advocating for and educating customers, and identifying potential enhancement opportunities.

Complaint Management Responsibilities Include:

Review, record, investigate and respond to complex customer complaints received from regulatory agencies, company executives, and other sourcesPerform research to identify root cause of complaints by collaborating with other colleagues and departmentsIdentify possible areas of risk raised in customer complaints and escalate to management as neededBring new ideas to improve the customer and colleague experience utilizing Continuous Improvement methodology and collaborating across the Customer Advocacy teamPartner with Corporate Compliance, Legal Department and other subject matter experts as appropriateEvaluate and reassign complaint cases to appropriate colleague and departments when neededEnsure accurate, appropriate and thorough responses are being provided prior to Compliance reviews and distribution to customers or other third partiesFollow the procedures and policies around data quality in the following areas:Compliance with defined SLAs and quality of dates used within the complaint management toolAppropriate categorization, including root cause identificationAppropriate Escalation (Management, PRU or Compliance/Legal)Adequate resolutionSufficient documentation maintained in the complaint management toolAssist in identifying quality assurance related items or policy compliance risk for segment level reporting

Basic Qualifications:

High School Diploma7 years' experience working in a customer service oriented environment with 2+ years' experience providing oral and written responses to customer complaints or 2 years' experience with customer service that includes problem resolution training

Preferred Qualifications:

Bachelor's degreePrevious experience providing written and verbal responses to customer complaintsAt least 4 years' experience conducting in depth research preferredAt least 4 years' experience drafting written responses to complaintsAt least 4 years' experience managing regulatory customer complaints in the financial industry preferredPrior compliance, legal, or risk management experienceMicrosoft Office Suite ExperienceExperience with Financial Regulatory Guidelines and/or corresponding and/or reviewing responses to Regulatory AgenciesStrong Research ExperienceAnalyticalProblem Resolution ExperienceStrong written and verbal communication skills

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Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Yes

Workplace Type:

Hybrid

Huntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Agency Statement: Huntington does not accept solicitation from Third Party Recruiters for any position

This employer will not sponsor applicants for the following work visas: F-1 student, H-1B worker, O-1 worker, TN worker, E-3 worker. Applicants must be currently authorized to work in the United States on a full-time basis.