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Service Recovery, Complaints Manager

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full-time

Posted on:

Location Type: Hybrid

Location: Carmel • United States

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About the role

  • 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.

Requirements

  • Bachelor’s degree in business, finance, communications, or a related field preferred.
  • 4+ years of experience in customer service, complaint management, or service recovery.
  • 2+ years of experience with HMDA, Fair Lending analysis, and reporting tools in a regulated financial industry.
Benefits
  • Professional development
  • Continuous improvement opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
complaint managementservice recoveryreportinginvestigationrisk mitigationoperational controlsHMDAFair Lending analysis
Soft Skills
leadershipcollaborationcommunicationproblem-solvingorganizational skills