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 sources

• Perform research to identify root cause of complaints by collaborating with other colleagues and departments

• Identify possible areas of risk raised in customer complaints and escalate to management as needed

• Bring new ideas to improve the customer and colleague experience utilizing Continuous Improvement methodology and collaborating across the Customer Advocacy team

• Partner with Corporate Compliance, Legal Department and other subject matter experts as appropriate

• Evaluate and reassign complaint cases to appropriate colleague and departments when needed

• Ensure accurate, appropriate and thorough responses are being provided prior to Compliance reviews and distribution to customers or other third parties

• Follow the procedures and policies around data quality in the following areas:

• Compliance with defined SLAs and quality of dates used within the complaint management tool

• Appropriate categorization, including root cause identification

• Appropriate Escalation (Management, PRU or Compliance/Legal)

• Adequate resolution

• Sufficient documentation maintained in the complaint management tool

• Assist in identifying quality assurance related items or policy compliance risk for segment level reporting

Basic Qualifications:

• High School Diploma

• 7 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 degree

• Previous experience providing written and verbal responses to customer complaints

• At least 4 years' experience conducting in depth research preferred

• At least 4 years' experience drafting written responses to complaints

• At least 4 years' experience managing regulatory customer complaints in the financial industry preferred

• Prior compliance, legal, or risk management experience

• Microsoft Office Suite Experience

• Experience with Financial Regulatory Guidelines and/or corresponding and/or reviewing responses to Regulatory Agencies

• Strong Research Experience

• Analytical

• Problem Resolution Experience

• Strong 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.