Complaint Insights Specialist II

Huntington National Bank

  • Columbus, OH
  • Permanent
  • Full-time
  • 2 days ago
DescriptionSummary:
The EMO Complaint Insights Specialist II is responsible for supporting Office Management Office (EMO) by reading, identifying themes, investigating, analyzing, and reporting on customer complaints as well as additional complaint governance & related risk management oversight tasks.Duties & Responsibilities:
  • Conducting complaint reading, analysis, theme identification, investigation and identification of potential root cause (in some cases).
  • Tracking trends and interpreting results for complaint data, preparing complaint reports, identify opportunities and make actionable recommendations.
  • Producing Complaint Scorecards & Segment Risk Complaint Reports.
  • Partnering with the EMO Data & Capabilities team to develop text lexicons needed to identify complaints for various circumstances (e.g., new products).
  • Identifying spotlight complaints in coordination with the EMO Priority Response Unit.
  • Providing support for exams and audits as needed from a complaint governance perspective.
  • Reporting on complaint control limit anomalies and investigation into why the breach occurred.
  • Supporting the EMO Managers (e.g., providing complaint themes and insights, attending Customer Experience Meetings with business segments, etc.).
  • Attending risk segment meetings to provide updates on complaint volumes/key findings.
  • Tracking risk segment meeting details (i.e., who, when, what, and actions).
  • Reviewing complaint themes and actions with the Enterprise Complaint Program Manager.
  • Assisting in the management of the complaint action escalation framework (i.e., tracking, updates, actions, etc.).
  • Assisting with updates to policies, procedures, and process maps.
  • Perform other tasks and duties as assigned.
Basic Qualifications:
  • Associate degree or 3 years of experience in a role that involves customer complaint research, review or incident management or direct customer engagement
  • Minimum of 1 year or more of experience conducting data analysis and/or reporting
Preferred Qualifications:
  • Bachelors degree
  • Analytical problem solver
  • Experience using text analytics tools
  • Experience designing reports and presentations, particularly those that tell a story with data, clearly identify opportunities and point to actions
  • Experience in analyses and interpretation of quantitative and qualitative data into actionable insights
  • Proactive, positive attitude, self-starter approach
  • Effective time management and organizational skills
  • Proficient with Excel, Word and PowerPoint
  • Excellent communication skills
  • Ability to build relationships, collaborate and work well in teams
Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay) YesWorkplace Type: OfficeOur Approach to Office Workplace TypeCertain positions outside our branch network may be eligible for a flexible work arrangement. We're combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.Huntington is an Equal Opportunity Employer.Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.Note to Agency Recruiters: Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.

Huntington National Bank