Complaint Quality & Resolution Specialist

First Citizens; Jacksonville (FL); On-site; USD 60,000 - 75,000; Full time

Job summary

First Citizens Bank in Jacksonville, FL is seeking a Complaint Management Specialist to oversee and investigate customer complaints and collaborate with sales and front-line teams to resolve issues promptly. The role emphasizes data quality, policy adherence, and cross-functional teamwork to improve processes and customer experience.

The ideal candidate brings strong investigative and analytical skills, effective written and verbal communication, and the ability to independently manage complex

Qualifications

• Bachelor's degree required with 1 year experience or HS diploma plus 5 years Operations experience.

Responsibilities

• Case Management & Oversight: monitor open cases and ensure SLAs are met.
• Customer Resolution: ensure concerns are understood and addressed.
• Case Review & Quality: verify accurate case notes and classifications.
• Agency Complaint Management: support investigations with external agencies.
• Escalation Management: escalate to Second Line as needed for major issues.
• Data Quality & Process Adherence: ensure data accuracy and process conformance.
• Risk & Control Identification: analyze for gaps and risks.
• Coaching & Feedback: provide guidance to business partners.
• Cross-Functional Collaboration: work with Ops, Compliance, and support functions.
• Complaint Data Analysis: identify trends and report findings to stakeholders.
• Regulatory & Compliance Support: ensure adherence to policies and regulations.
• Continuous Improvement: drive enhancements from complaint activity.

Skills

MS Office (Excel)

SQL

Complaints Management

Detail oriented

Analytical skills

Independent & multitasking

Education

Bachelor's degree + 1 year experience

HS Diploma or GED + 5 years Operations

Tools

SQL

Excel

Job description

First Citizens Bank in Jacksonville, FL is seeking a Complaint Management Specialist to oversee and investigate customer complaints and collaborate with sales and front-line teams to resolve issues promptly. The role emphasizes data quality, policy adherence, and cross-functional teamwork to improve processes and customer experience.

The ideal candidate brings strong investigative and analytical skills, effective written and verbal communication, and the ability to independently manage complex