Complaints Handling Office Lead

1 month ago


Edmonton, Alberta, Canada Disability Solutions Full time
Job Title: Complaints Handling Office Lead

We are seeking a highly skilled and experienced Complaints Handling Office Lead to join our team at Disability Solutions. As a key member of our organization, you will be responsible for maintaining and improving client satisfaction by handling interactions with care.

Job Summary:

The Complaints Handling Office Lead will lead all aspects of the CHO team, interact seamlessly with our Banking Centres and clients, and ensure that all issues are resolved expediently and professionally. By encouraging a culture of integrity and accountability, you will help us achieve our high-reaching goals of client happiness and regulatory compliance.

Key Responsibilities:
  • Lead the CHO as the primary point of escalation, investigation, resolution, and tracking of complaints within required regulatory timelines.
  • Coordinate with the Client Protection Team to provide vital regulatory reporting.
  • Find opportunities to improve the complaints handling processes and serve as the expert and primary contact for the First Line business and Client Protection team inquiries.
  • Support AVP, Centralized Support and CHO in preparation of Management and External Auditor reporting, through maintenance, preparation, and initial analysis of complaints-related metrics.
  • Act as the CHO representative on internal operational committees to identify trends and advise on risk mitigation strategies.
  • Provide training and mentorship to the CHO team to ensure the delivery of outstanding client experiences.
  • Drive the development and maintenance of the Centralized Support Group's operational processes to reduce operational risk.
  • Collaborate with vendors to optimize our processes.
  • Supervise and report on efficiency and quality targets and develop action plans to address any shortfalls.
  • Minimize risk to CWBFG by providing solutions that align with regulatory requirements and ensuring policies and procedures are followed and maintain confidentiality of the Bank and its clients.
  • Identify and supervise complaint trends, providing feedback to Banking Centres and corporate partners.
Requirements:
  • Post-secondary degree in a related field or equivalent professional experience in complaints handling, retail and commercial banking.
  • Minimum of 6+ years of banking experience, with at least 4 years in mentoring and leadership roles.
  • 4+ years in formal complaints handling or client contact/support centre environment.
  • Experience in personal and commercial banking, including investments, cash management, and credit.
  • Highly developed client-facing and complaint management skills.
  • Client-focused with a sense of urgency in addressing concerns.
  • Effective and empathetic listening skills.
  • Advanced de-escalation skills and ability to remain calm under pressure.
  • Strong interpersonal skills for cross-functional collaboration.
  • Advanced judgment and decision-making abilities.
  • Analytical, critical thinking, and problem-solving skills.
  • Solid understanding of banking products, services, and compliance requirements.
  • Ability to work independently and as part of a team.
  • Excellent verbal and written communication skills.
  • Experience in change management and process improvement.
  • Proficiency with Microsoft Office applications.
Why Work with Us?

We are a proud member of the Disability Solutions team, recognized by Great Place to Work in 2024 as one of Canada's top 50 Best Workplaces & member of Waterstone Human Capital's Most Admired Corporate CultureTM Hall of Fame. We offer a comprehensive benefits package, including hybrid work environments, everyday flexibility, generous company-funded health coverage, health care spending account, flexible wellness program, and generous time-away options to unplug, rest & recover. We commit to our employees' development and help them reach their professional goals with organization-wide coaching services, mentorship, education support & training programs. Inclusion is a journey requiring practice & experience to result in a powerful outcome. Your perspective matters & voice will be heard. Find community within the CWB family in our employee-represented groups.



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