Sr. Complaint Management & Customer Insights Manager - Remote

Job description

Customer experience is the holistic perception of the organization and brand to prospective, current, and former customers. Perceptions are built from interactions and touchpoints that involve proactive and reactive actions and solutions to optimize the overall experience. A Customer Experience Manager leads the Oversight & Insight (O&I) team which includes the Customer Experience (CE) team, Office of the President (OOTP) team, and Communications Change Management (CCMS) team. Having oversight and giving insight into potential reputational risks, capacity and service level optimizations, and strengthening consumer relationships and loyalty, O&I is the voice of the customer. Broadcasting and advocating change for the betterment of consumers and the bank is what the team is all about. Pay Range - $117K - $155K - $193K

Enterprise Complaint Management Oversight

• Manage the bank's Enterprise Complaint Management (ECM) program across all lines of business in partnership with Compliance, Risk, and Third-Party oversight areas. Ensure strong processes, procedures, reporting, and controls across all first lines of defense in accordance with regulatory requirements.
• Oversee regulatory complaint portals, ensuring compliance with SLA requirements.
• Ensure strategic partnerships with compliance, risk, and third-party leadership to operationalize complaint policy components.
• Present complaint trends, findings, and mitigation across several operating committees as required.
• Oversee recurring and ad hoc feedback (complaint) reports and dashboards including enterprise feedback reports, line of business reports, and enterprise risk reporting, ensuring proper metrics are reported and analyzed.
• Fulfill related internal and external audit requests on behalf of the organization.
• Manage the administration and development of complaint management systems and other tools that track and manage feedback.
• Work with leaders to continuously assess and refine complaint management and customer strategic direction to align with growth and business objectives of the company and department.

• Utilize complaint, feedback, and error reporting to recommend policy, procedure, and process improvements for the betterment of current and prospective consumers and/or the bank; strengthening satisfaction of current customers assures them we hear their voice & value their feedback, and it strengthens their loyalty and likeliness to recommend Flagstar.
• Leverage data to identify trends, provide root cause analysis, present improvement recommendations to leaders, actively work with business units, risk/compliance/legal, vendors, and third parties to ensure remediation of systemic issues, and communicate results appropriately.
• Track the organization's experience improvement efforts/ results and incorporate WINs into applicable reporting, audits, organization announcements, etc.
• Analyze customer satisfaction survey scores and feedback to identify, recommend, and/or implement training and coaching opportunities, policy, procedure, and process improvements and the like to optimize the customer experience.

• Manage the hiring, scheduling, training, performance, coaching, quality, and direction of the team. Meet with team members on a recurring basis to provide updates, assign new projects, and develop future plans.
• Oversee the team and/or team member work-flows ensuring all applicable service level agreements (SLAs) and compliance timeframes are met.
• Review, edit, audit, and provide effective feedback on materials developed by team members for consistency and accuracy.
• Perform continuous review of team processes, deliverables, and methodology to ensure high quality output.
• Monitor and distribute departmental workload to ensure job duties are performed within required SLAs; delegating to team members based on type, complexity, and subject matter expertise.
• Manage performance and hold personnel accountable for results and behaviors.
• Develop policies and procedures to ensure compliance with applicable laws and regulations.
• Continuously examine team processes for efficiency, streamlining opportunities, and effectiveness.
• Oversee the onboarding and training of new team members, including new hire curriculum and new hire checklists, to enable their success and upholding the quality service internal and external customers expect and deserve.
• Provide frequent, honest coaching and feedback. Coaches and mentors; leading by example and sharing best practices for team, organization, and customer success to develop a high performing diverse team.
• Enthusiastically lead and participate in culture-enhancing events and activities including the Diversity, Equity, & Inclusion program.
• Ensure employee training aligns with investor, regulator and client requirements.
• Leverage unique skills of team members; structure assignments for developmental growth.
• Develop and implement succession plans for all levels of the team and ensure training and development programs are in place to execute on them.

• Govern the contact center's customer satisfaction (CSAT) survey strategy including the methodology for distributing surveys, survey feedback analysis, and reporting.
• Partner with leaders to build/refine CSAT reports and dashboards for contact center employees to own their CSAT and for leaders to utilize in coaching and mentoring.
• Fulfill CSAT-related internal and external audit requests on behalf of the contact center.

• Support the review of customer-facing content such as messaging and written communications including but not limited to IVR and platform messaging, FAQs, forms, and email templates.
• Partner with applicable business units to enhance or strengthen communications by providing input on customer feedback; making recommendations to optimize the experience and drive self-service opportunities.
• Oversee development and/or enrichment of resources, primarily contact (call) center knowledge (user guides, job aids, etc.), utilizing the knowledge management system and ensuring content is comprehensive and concise.
• Work closely with the contact (call) center to leverage data and analytics to identify effective and ineffective department resources; implement or recommend improvements based on findings.
• Identify employee coaching and training opportunities based on customer feedback and leverage tools, resources, and forums to articulate findings and deliver messaging that drives employee and customer experience.
• Plan, prepare, and deliver proactive and reactive department communications/ communication plans to convey business changes, system outages, important updates, etc. using various communication vehicles including in person, virtually, in writing and orally.

• Performs special projects, and additional duties and responsibilities as required.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings. Accountable to maintain compliance with applicable federal, state and local laws and regulations.

• Education level required: Undergraduate Degree (4 years or equivalent) in related field.
• Minimum experience required: 8+ Years.
• 5+ years of experience with managing projects.
• 5+ years of experience with business writing.
• 7+ years of customer service, customer experience, and/or complaint handling oversight.
• 8+ years of leadership experience.
• 3+ years of regulatory/compliance/complaint management experience.

• 7+ years of experience in the banking/ mortgage industry preferred.

• Proven ability to create short- and long-term strategic plans in support of company and department objectives.
• Significant experience in creation of reports, presentations, and business proposals.
• Excellent written/oral communication skills, including strong presentation and facilitation skills.
• Must be customer-oriented, self-motivated, entrepreneurial, and innovative.
• Proven ability to drive performance and results.
• Proven ability to execute.
• Experience and credibility as a strategic partner with the ability to influence and gain acceptance of ideas/plans with leaders at all levels of an organization, and work across several businesses with differing cultures.
• Demonstrated proficiency using Microsoft Office software applications (specifically Word, PowerPoint, Access, and Excel).
• Working knowledge of industry regulations strongly preferred.
• Must have exceptional grammar, editing, and proofreading skills ensuring little rework is needed.
• Excellent interpersonal astuteness to respond to a wide variety of customer needs and personalities using tact and diplomacy and the human relations skills necessary to effectively communicate and deal with a diverse audience.
• Demonstrated ability to motivate, coach, and hold team members accountable for high performance metrics.
• Ability to make difficult but fair decisions, have tough conversations, and deal with difficult situations with confidence and respect.
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