Senior Complaint & Quality Analyst – Equipment Finance

First Citizens; Jacksonville (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

First Citizens Bank in Jacksonville, FL seeks a Complaint Management Specialist to lead case management, partner with front-line teams, and ensure timely, compliant resolutions. Investigate complex complaints, support regulatory inquiries, and drive process improvements across support functions.

The role emphasizes strong analytical skills, attention to detail, and the ability to work independently while collaborating with Sales and operations to meet SLAs and deliver superior customer

Qualifications

• Bachelor's Degree with 1 year of experience or HS diploma with 5 years in Operations.
• Strong MS Office, especially Excel and SQL.
• Detail oriented, analytical, collaborative, and able to work independently.

Responsibilities

• Case Management & Oversight: monitor cases and ensure SLAs are met.
• Customer Resolution: understand concerns and ensure commitments are met.
• Case Review & QA: verify classifications and notes for accuracy.
• Agency Complaint Management: support investigations with external agencies.
• Escalation Management: escalate to Second Line and document root causes.
• Data Quality & Process Adherence: ensure data accuracy and regulatory alignment.
• Cross-Functional Collaboration: work with operations, compliance, and support.
• Complaint Data Analysis: identify trends and inform leadership.
• Regulatory & Compliance Support: ensure documentation and resolution comply with policies.
• Continuous Improvement: identify trends and implement enhancements.

Skills

Complaints management

Detail oriented

Analytical

Independent work

Multi-tasking

Education

Bachelor's Degree

High School Diploma or GED

Tools

MS Office

Excel

SQL

Job description

First Citizens Bank in Jacksonville, FL seeks a Complaint Management Specialist to lead case management, partner with front-line teams, and ensure timely, compliant resolutions. Investigate complex complaints, support regulatory inquiries, and drive process improvements across support functions.

The role emphasizes strong analytical skills, attention to detail, and the ability to work independently while collaborating with Sales and operations to meet SLAs and deliver superior customer