Commerce Bank Complaint Management Oversight Analyst II in Kansas City, Missouri

24675 Complaint Management Oversight Analyst II (Open)

Job Category:

Grade 08


Location: 922 Walnut St, Kansas City, Missouri 64106


Job Expectations:

How would you like to work for a great company that offers career growth and values your skills and experience? For over 150 years, Commerce Bank has built a strong reputation as a “Super Community” bank and is recognized as an industry leader. In today's growing and competitive financial services industry, we look for creative and innovative solutions to meet the needs of our customers. To achieve our results, we recruit the best and brightest employees who ask, listen and solve to meet our customers’ needs!The Complaint Management Oversight Analyst processes, reviews, researches and analyzes complaints received by the Bank to ensure they are resolved appropriately. The key responsibilities of the Complaint Management Oversight Analyst are to review complaints, perform root cause analysis on complaints, perform quality assurance functions, research Bank products/services, perform systems testing, understand policies/procedures/processes and apply related regulatory obligations to identify potential process improvements. This role also compiles and analyzes complaint data to identify trends and delivers reporting to management and executive management. The Complaint Management Oversight Analyst works under the direct supervision of the Complaint Management Oversight Advisor to ensure effective implementation of the Commerce Complaint Management Program to include but not limited to: The development, maintenance and implementation of Complaint Management Program policies, procedures and processes. The Complaint Management Oversight Team also partners with business unit managers to ensure appropriate procedures and processes are in place to comply with the bank-wide Complaint Management Policy. Job Responsibilities: • Perform Quality Control review for each complaint to ensure it is accurately captured, documented and reported. • Perform root cause analysis of complaints and provide feedback to the appropriate areas within the bank. • Draft and issue complaint management oversight reports to management in a consistent and timely manner. • Facilitate and/or lead meetings with the business units as needed. • Perform periodic systems testing during and/or after normal business hours as scheduled by the IT department. • May provide support to the Monitoring and Testing Team as needed. Qualifications: • 3-5 years of experience in a professional work environment• 1-3 years of experience working in a customer facing role• 1-3 years of banking compliance/regulatory experience highly preferred• Complaint and/or Risk Management experience preferred• Strong report building/writing skills• Well-developed interpersonal skills

Time Type:

Full timeJoin our winning team.

If you’re looking for something more than just another job, we’re looking for you. We’re searching for people with a make-it-happen attitude who also want to make a difference. At Commerce Bank, we take the time to really get to know our customers. Then we work together to help them achieve their goals. It’s a great feeling. We are committed to always bringing our best, which means we are constantly looking for the best to join us. Does that sound like you?

Our policy is to provide equal opportunity to all qualified candidates and employees without regard to gender, race or ethnic background, age, religion, sexual orientation, national origin, marital status, veteran status, disability or any other non-job related factors. We are committed to maintaining a drug- and alcohol-free workplace and candidates will be required to perform a pre-employment drug screen.