Customer Advocate (Regulatory Complaints)
We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips.
This role will need to work in our Blue Ash, OH office. This is not a remote role.
You will have an opportunity investigate and respond to written regulatory complaints that customers file against Green Dot to attain the best possible response and resolution. Customer Advocate (Regulatory Complaints) are responsible for facilitating and resolving the most escalated customer-initiated issues to the highest professional standards via phone, email or letter correspondence. In Green Dot Customer Escalations, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make an impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.
Provide accurate and comprehensive written analysis and responses to customer complaints that have been filed with a state or federal regulator within the appropriate timeframes.
Ensure that all customer escalations that have been filed with a state or federal regulator are managed to excellent professional standards and within Green Dot terms and policies.
Facilitate customer contact via phone, email or letter correspondence to research and resolve the customer’s issues.
Demonstrate ownership of customer issues and work proactively with Green Dot business units, partners, and vendors to manage issues through to a complete resolution in a timely manner.
Demonstrate sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters, whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.
Demonstrate ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting, and analyzing systematic issues and recommending solutions to improve processes and products.
Advocate as the “voice of the customer” to Green Dot. Proactively make recommendations to address root causes of escalations and complaints by leveraging escalation contacts and processes.
Understand current business processes and tools that impact our customers and work with manager and the necessary owners internally to resolve any issues and fix processes.
Share information and knowledge with other team members to recognize and reduce the number of repeated issues.
Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
Follow escalation and complaint procedures to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.
Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused front-line efforts to fail.
Support Green Dot employees and executives with resolving customer issues.
Maintain contact with all other relevant customer groups within Green Dot to ensure support for resolution of customer issues, consistency of approach and smooth cross-department cooperation.
Actively participate in ensuring that Green Dot knowledge base is up to date.
1+ year of experience with responding to written regulatory complaints (or equivalent).
3+ years of customer service experience.
3+ years of regulatory, compliance, legal, audit, risk management or other relevant experience (e.g., resolution of customer complaints) preferred.
Bachelor’s Degree preferred.
Experience in a financial services environment a plus.
Must be able to exercise discretion and independent judgment with minimal supervision
Exceptional written skills with the ability to communicate with all levels of executive management.
Excellent oral and interpersonal communication skills.
Excellent organizational skills.
Committed to providing objective and unbiased analysis of work production.
Dedication to providing exceptional customer service.
PAY RANGEThe targeted base salary for this position is $48,200 to $73,700 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.
Green Dot promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Green Dot provides reasonable accommodations for candidates on request and respects applicants' privacy rights.