The Office of the President (OOP) Analyst I is responsible for the logging of customer complaints received internally or through external entities and/or agencies.  The Analyst is responsible for conducting the research to resolve the complaint, determine root cause and provide written response within the allocated timelines.  Research may include working with business line leadership, regulators, and customers.  The Analyst will conduct analysis of complaint data to understand where trends, issues and/opportunities may exist.

Job Duties

• Conducts thorough review of complaints through account level reviews and recorded phone calls to identify root cause and resolution.  Customer contact may be required.
• Provides comprehensive and accurate written response and resolution within allocated timelines
• Compiles data, performs detailed analysis, provides a thorough summary of results/observations to management
• Responsible for the logging of customer complaints received internally or through external entities and/or agencies
• Establishes and maintains effective working relationships with key business partners and leadership
• Develops and maintains a comprehensive knowledge of business processes, policies and systems
• Participate in calibrations with peers and management on complaint handling response and process
• Escalates concerns, issues and risks when appropriate
• Other duties as assigned

Education and Work Experience

• High School Diploma, or equivalent work experience.  College degree preferred
• Automobile lending and/or collections experience is preferred.
• Minimum of two (2) + years of experience in consumer loan servicing (customer services, collections) call center environment; customer complaint experience required
• Minimum of two (2) + years of consumer auto finance experience strongly preferred
• Good knowledge of federal, state law and regulations applicable to auto finance
• Good analytical skills required, as well as the ability to utilize appropriate analysis, judgment, and logic
• Good verbal communication skills
• Ability to express thoughts, arguments, and ideas clearly and effectively in written form
• Good grammatical skills to include sentence structure, subject/verb tense, punctuation, spelling, and other basic mechanics of the written language

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