The Head of Complaints Intake supports the day-to-day operation and ongoing improvement of the escalated complaints intake process to improve consistency, quality, and efficiency across multiple channels
Job Summary
The Head of Complaints Intake supports the day-to-day operation and ongoing improvement of the escalated complaints intake process to improve consistency, quality, and efficiency across multiple channels.
This hybrid role requires four days in-office per week with locations in Williamsville, NY and Bridgeport, CT, and involves direct supervision of a team of 3-5 Intake Specialists.
The role involves partnering with Risk, Compliance, Technology, and business units to ensure complaint intake processes support regulatory compliance and effective downstream handling in a highly regulated environment.
Matching Summary
The Head of Complaints Intake supports the day-to-day operation and ongoing improvement of the escalated complaints intake process to improve consistency, quality, and efficiency across multiple channels.
Salary
Base: $74,600.00 - $124,400.00 Annual USD; Bonus/Equity: Not specified; Benefits: Not specified
Skills & Requirements
Must-have
Complaint intake process management
Process improvement and reengineering
Regulatory compliance adherence
Team leadership and supervision
Cross-functional collaboration
Data quality and documentation
Hybrid work model with in-office requirement
Nice-to-have
Project coordination experience
Training and communication support
Comfort interacting with senior stakeholders
Operational controls background
Experience with system enhancements
Respectful and inclusive work environment
Key Requirements
Bachelor's degree or equivalent experience
3+ years in customer service or complaint management
Experience in banking or regulated industry
Supervisory experience managing small teams
Experience with regulatory compliance and audits
Ability to travel quarterly within east coast footprint