IT Support

• Manage team case inventory and reporting
• Leverages data daily to identify case age and location in process
• Proactively manages timelines of all inventory and is responsible for overall team’s turnaround time on complaint closures
• Addresses and removes roadblocks for the team to expedite case closure and manages extensions
• Acts as POC for leadership on pending cases
• Coaches and develops direct reports
• Monitors performance including quality and regulatory adherence
• Assists with professional development
• Conducts weekly check-ins and holds team meetings
• Partners with other Complaints Team Leads to identify performance trends
• Has general understanding of applicable laws and regulations and can identify when a case needs to be escalated due to potential compliance and/or legal exposure
• Leads daily stand ups with the team to discuss pressing case related issues and changes impacting work
• Provides feedback to internal departments and lines of business regarding identified trends, when applicable
• Drives business improvements from identification to implementation in a reasonable timeframe

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