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 Office of Customer Satisfaction Supervisor leads a team of skilled specialists responsible for managing customer complaints and identification and escalation of emerging themes and systemic issues impacting the customer experience.
Primary Responsibilities
Manages complaints sent through Regulatory agencies, other external entities and to the Regions' Executive Offices
Manages workflow and directs the work of a dedicated complaint specialist team
Provides guidance to team members on bank policies and procedures as well as the Centralized Customer Complaint (CCC) Program process
Ensures team adherence to service level standards and processes outlined in the CCC Program
Performs quality reviews of the team's work to identify coaching and development opportunities
Maintains and updates complaint-level desktop procedures to ensure accuracy and adherence to the CCC Program expectations
Engages partners in Legal, Risk Management, Human Resources, and Corporate Security, as appropriate, regarding any complaints with potential regulatory, ethical, or legal ramifications
Evaluates emerging themes and systemic issues identified in customer complaints and escalates to the Root Cause Roundtable
Establishes and maintains partnership across businesses to ensure a cohesive, thorough, and timely complaint resolutions
Serves as the subject matter expert on managing complaints and performs outreach and provides advise to specialists when handling complaints
Handles sensitive and difficult customer situations
Participates in the Root Cause Roundtable working group with a focus on enhancing the customer experience
Assists with CCC database enhancements and testing
This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.
This position is incentive eligible.
This is a single incumbent position.
Requirements
Bachelor's degree and seven (7) years of banking experience
Or High School Diploma or GED and eleven (11) years of banking experience
Five (5) years of experience managing/supervising a team
Preferences
Experience with Regulatory exams and interacting with Regulators
Strong knowledge of the Centralized Customer Complaint Program and process
Skills and Competencies
Ability to supervise and manage a team
Change management capabilities - proactive and adaptive
Demonstrated leadership capabilities
Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.)
Self-starter committed to meeting deadlines and performing tasks carefully to avoid regulatory, reputational, legal, and financial risks to the company
Strong interpersonal skills
Strong organizational, analytical, and problem-solving skills
Strong work ethic and self-motivation
Strong written and verbal communication skills
Position Type
Full time
Benefits Information
Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for 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.
We have a passion for creating an inclusive environment that promotes and values diversity of race, color, national origin, religion, age, sexual orientation, gender identity, disability, veteran status, genetic information, sex, pregnancy, and many other primary and secondary dimensions that make each of us unique as individuals and provide valuable perspective that makes us a better company and employer. More importantly, we recognize that creating a workplace where everyone, regardless of background, can do their best work is the right thing to do.
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.
