Consultant providing training and advice for A&H risk management at QBE. Leading risk assessments and engaging in clinical evaluations for large claims with multiple US location options.
MB
Hybrid Customer Complaint Resolution Specialist – High Risk, High Visibility Escalated Complaints
Posted last month
About the role
- Customer Complaint Resolution Specialist in the Customer Advocacy team addressing escalated complaints. Conducting investigations, preparing executive-level responses, and advocating for better customer experiences at M&T Bank.
Responsibilities
- Investigate deep‑dive investigations into customer complaints from multiple channels
- Use 20+ internal systems to verify facts, analyze patterns, determine root causes
- Partner with subject matter experts to understand processes and validate compliance
- Prepare clear, concise, professional written responses for executive leadership
- Communicate with customers by phone to acknowledge complaints and gather details
- Advocate for customer perspectives while aligning with policy and regulatory standards
- Maintain strict confidentiality and a high level of judgment when handling issues
- Manage an active caseload of approximately 12–16 complaints with a 10‑day resolution target
Requirements
- Associates’ degree, or equivalent work experience
- 4+ years’ customer service experience
- Strong research, documentation, and organizational skills
- Excellent written and verbal communication skills
- High attention to detail and ability to manage multiple priorities
- Ability to maintain confidentiality, composure, and professionalism
- Background in escalations, contact center tier II, quality control, or customer advocacy
- Retail banking experience or familiarity with banking processes
- Root cause analysis experience
- Demonstrated ability to receive and apply constructive feedback
- Experience handling high‑risk or regulatory‑sensitive issues
Benefits
- Health insurance
- Retirement plans
- 40 hours of paid volunteer time each year
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