Manager

• Oversee, document, and track member complaints while ensuring timely, accurate, and compliant resolution to appropriate parties.
• Lead investigations into member complaints by identifying and collaborating with applicable business units.
• Ensure that service recovery strategies will restore member satisfaction and align with credit union values, policies, regulatory requirements, and industry best practices.
• Develop and deliver reports for executive leadership regarding complaint trends, case status, resolution outcomes, and recommended actions to mitigate identified risks and strengthen operational controls.
• Maintain and audit records of all complaints, investigations, and service recovery activities.

Service Recovery, Complaints Manager

• Develop, implement, and administer the organization’s Fair Banking Compliance Program.
• Complete compliance testing and quality control reviews using established monitoring procedures.
• Conduct Fair Lending and FCRA Risk Assessments and adjust compliance monitoring.
• Provide compliance advisory support to branch and department units.
• Support the Compliance team in preparing for and managing examinations.

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Service Recovery, Complaints Manager

Fair Banking Manager