Risk Consumer Complaint Investigator

We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips.

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JOB DESCRIPTION

This role will need to work in the Blue Ash, OH office.

Job Summary

You will be responsible for building and maintaining strong relationships with both internal and external customers, through various contact channels and methods to resolve consumer complaints. This role is focused on understanding the needs of consumer(s) and providing quick, convenient, and accurate resolution to complaint(s), issues and inquiries. This position serves as an expert and advocate for our brands, representing the company positively and professionally, to ensure strong customer relationships and continued loyalty. At Green Dot, 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.

Job Responsibilities

• Perform moderate risk analysis of account and transaction data involving Regulation E and Regulation Z claims in an effort to balance customer experience and risk for the bank.

• Ensure that regulatory timeframes as well as internal Service Level Agreements [SLA] are met to avoid compliance violations, which include, but are not limited to issuance of credit, reversal of fees, interest reimbursement, mailing appropriate notification letters to customers, case closure timeframes, etc.

• Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined.

• Analyze and utilize all bank records, systems, and the case management system to facilitate a comprehensive review of all disputed transactions.

• Assist customers and employees through inbound calls, chats, emails and text messaging.

• Identify and assess customer needs to resolve inquires effectively.

• Build personal connections and relationships to promote customer retention and maintain customer loyalty.

• Exhibit and utilize critical thinking, multitasking, active listening and problem-solving skills to provide positive and creative options for customer resolutions.

• Ensure and maintain the safety, security, and privacy of customer information.

• Ability to successfully work in a fast-paced, ever-changing environment while meeting performance expectations and goals set by the business.

• Quickly and effectively apply coaching, feedback and training to improve individual performance and customer experience.

• Meet and exceed goals and standards of Key Performance Indicators.

• Follow and promote all company policies, guidelines, procedures and expectations.

• Demonstrate regular and reliable attendance, maintaining punctuality of scheduled tasks.

• Demonstrate flexibility as needed to meet business needs (i.e. overtime, adjusted lunches and/or breaks).

• Complete additional tasks as requested to support business needs.

• Provide ongoing feedback on process and compliance standards.

• Perform other duties as needed.

Job Requirements

• Bachelor’s degree preferred

• 4 years of customer service experience

• Ability to handle and resolve conflict positively and in a calm, professional manner.

• 6 months financial background with Dispute Analyst/Investigation background preferred

• 3 years of regulatory, compliance, legal, audit, risk management or other relevant experience (e.g., resolution of customer complaints) preferred, experience in a financial services environment a plus

• Knowledgeable in bank and deposit compliance regulations (e.g. Regulation E and UDAAP) preferred

• Understanding in the areas of electronic funds transfer systems, reconciliations, chargebacks, regulations, and disputes related to the US banking system preferred.

• Ability to speak and type fluently in English.

• Ability to work both independently and in a team environment.

• Demonstrate good follow-up and follow-through techniques.

• Ability to explain a complex process in an easy-to-understand manner.

• 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 organizational skills.

• Intermediate level of knowledge/expertise with PC hardware and software (Word, Excel, Access and PowerPoint).

• Demonstrated ability to work well in a high paced work environment.

• Committed to providing objective and unbiased analysis of work production. 

• Ability to efficiently learn and navigate new systems and processes.

• Must achieve and maintain Escalated Call Certification.

• Bilingual skills (English/Spanish) a plus

POSITION TYPE

Regular

PAY RANGE

The targeted base salary for this position is $53,600 to $80,300 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

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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.