Sr. Specialist, Complaints Management

The Sr. Specialist, Complaints Management is responsible for diffusing and resolving customer disputes across all business units with minimal supervision and delivering exceptional customer service. This role involves building relationships with internal and external customers, partnering with operations to identify root causes of issues and complex escalated complaints, and cross-training in multiple departments to enhance complaint resolution speed. The specialist will research issues across multiple systems and departments, escalate identified gaps and trends to leadership, and evaluate calls for compliance with policies and laws. Additionally, they will identify and support process improvements, maintain communication with business management, train new hires and existing associates, attend inter-departmental meetings, evaluate and enhance workflow for best practices, and participate in calibrations with peers and management. The role also includes maintaining a comprehensive knowledge of systems, policies, and procedures, and assisting with special projects as needed.