COMPLAINT ADMINISTRATOR

WHAT IS THE OPPORTUNITY?

Responsible for reviewing complaints entered into the complaints tracker to determine if the complaint was responded to timely, adequately, and completely to resolve or conclude the complaint for the customer or consumer and insuring regulatory assignments are accurately documented.

What you will do

• Evaluates daily complaints to ensure proper risk classification, routing and closure.

• Escalate complaints to ensure timely completion within SLAs.

• Develop, manage, test and perform the implementation of complaint system enhancements.

• Evaluate and independently assign compliance taxonomy, while evaluating root cause, substantiated vs unsubstantiated complaints. Coordinate with Fair Lending team on Complaints responses to OCC, CFPB and other agency responses.

• Escalate complaints which constitute potential issue to Fair Lending, Program, Privacy and Advisory teams.

• Escalate potential training needs for further evaluation.

• Manage compliance initiatives for leveraging technology and enterprise tools for increased efficiencies for the bankwide complaint program.

• Manage and oversee data reporting and extracts for complaint management reporting.

• Administrator for the Complaint Tracker Shared Mailbox and the OCC/CFPB portals.

• Provides on-demand training for people on the Complaint Tracker as needed.

• Manage the bank wide complaint administration process, procedures, policy and training program. Manage the alignment and reporting of complaints with US RBC framework, design and program.

Must-Have*

• Minimum 3 years of Complaints Administration preferably in Compliance Or

• Minimum 5 years of experience in banking

Skills and Knowledge

• Ability to handle problem situations with colleagues effectively and take appropriate action.

• Ability to operate effectively in a fast paced environment.

• Strong ability to work in a complex team environment requiring exceptional verbal and written communication, project management and organizational skills.

• Excellent attention to detail and follow-up skills.

• Ability to perform functional duties and related positions with minimal supervision.

• Excellent interpersonal/customer service skills; broad knowledge of regulatory requirements.

• Ability to analyze complex situations and provide guidance, makes recommendations, and/or escalates the issues to appropriate level of management.

• Ability to multi-task and switch gears to work on special projects.

• Exceptional PC skills required, including all Microsoft Office applications.

Compensation

Starting base salary: $28.58 - $45.66 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

*To be considered for this position you must meet at least these basic qualifications

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Benefits and Perks

At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues. Get an inside look at our Benefits and Perks (https://image.emails.cnb.com/lib/fe5e15707c640c78771c/m/10/cbedd856-c2fc-491b-a625-3ab7a0fd9a65.pdf) .

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.'

ABOUT CITY NATIONAL

We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies.