Wsfs Financial
This listing was posted on Broadbean.
Complaints Program Manager
Location:
Philadelphia, PA
Description:
Job DescriptionAt WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it's our mission and our purpose.The Customer Experience Complaints Program Manager will lead the Bank's Complaint Management program ensuring compliance with regulatory and policy expectations. The Complaint Manager will drive program enhancements ensuring adequate processes are in place to support adoption, training and reporting of complaints. The incumbent will analyze complaint data to identify trends and provide feedback to relevant departments for process improvements. Also, the incumbent will provide business consultancy and leverage the voice of our customer to inform projects and divisional initiatives.Job Responsibilities: * Manage, direct, and support a team of Complaint Case managers to provide the highest level of oversight to complaints ensuring proper resolutions, and documentation is collected to meet regulatory requirements. * Ensure end to end management with regular communication and feedback is provided to recipients resolving the complaint. * Partner with CX Enablement team to develop, support, and maintain complaint program training for new and existing Associates to ensure commitment to continuous learning from complaints and adoption of the program. * Ensure high quality of written responses to formal and regulatory agency complaints. * Ensure proper and timely escalation of complaints that are deemed high risk or not meeting policy expectations (regulatory, legal, etc). * Develop and track KPIs for internal team to measure progress and support of program requirements. * Coach, develop and motivate individuals within the team, ensuring appropriate training and development plans are in place; role model and reinforce excellent behaviors including developing a culture of collaboration. * Own the Complaint Policy and manage the annual approval process with leadership. * Maintain the Complaint process documents, reviewing them for accuracy and efficiencies and proposing improvements to processes. * Conduct quality control on case handling and incorporate into the teams objectives. * Maintain strong working relationship with the Compliance team and other internal partners. * Build and maintain collaborative working sessions with internal business partners to drive adoption, awareness and consistent practice across the organization. * Oversee the VoC Trending Call to discuss emerging Customer feedback/friction and potential Customer-impacting initiatives with key stakeholders across the organization. * Participate and present in Committees, team meetings, cross functional workstreams and Customer impacted projects. * Be aware of updates and best practices in the Customer Experience industry to drive learnings and enhancements related to the Complaints program.Minimum Qualifications: * Bachelor's degree in Business Administration, Communications, Marketing or other related field, or equivalent work experience required. * Must have a minimum of 5 years of financial services or related experience. * Must have a minimum of 2 years of experience in a management role or leading critical projects/teams. * Must have a history of 2+ years program planning, content development, advanced presentation, and facilitation skills. * Must have an interest in or have achieved Change Management or Customer Experience certifications. * Preferred 2+ years of Risk or Compliance Management. * Must have and be able to demonstrate exceptional communication including writing, content sample, and presentation skill. * Must have proven leadership ability to successfully manage through ambiguity and rapid changes. * Must have strong problem-solving skills required including identifying efficiencies, making recommendations for improvement, and collaboration efforts with multiple departments. * Must have advanced knowledge of Microsoft Office including Word, Power Point, Sway, Excel, Teams and Forms. * Must have the ability to travel to other bank locations for critical meetings and/or to connect with staff. * Must have banking knowledge and understanding of regulatory expectations.WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at XXXX@wsfsbank.com.WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Company:
Wsfs Financial
Posted:
June 25 on Broadbean
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More About this Listing: Complaints Program Manager
Complaints Program Manager is a Accounting & Finance Program Manager Job at Wsfs Financial located in Philadelphia PA. Find other listings like Complaints Program Manager by searching Oodle for Accounting & Finance Program Manager Jobs.
Complaints Program Manager is a Accounting & Finance Program Manager Job at Wsfs Financial located in Philadelphia PA. Find other listings like Complaints Program Manager by searching Oodle for Accounting & Finance Program Manager Jobs.