Senior Complaint Quality & Risk Analyst

First Citizens Bank; Jacksonville (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

First Citizens Bank is seeking a Complaint Management Specialist to lead investigations of customer complaints, coordinate with Sales and front-line teams, and ensure timely resolutions in alignment with bank processes.

The role emphasizes strong analytical skills, precise documentation, and the ability to work across departments to improve customer experience and compliance with regulatory requirements.

Qualifications

• Bachelor's degree or equivalent experience required; strong preferred background in operations or customer service.
• Excellent MS Office skills including Excel and SQL; detail oriented and team player.
• Strong analytical and problem solving skills with ability to work independently.

Responsibilities

• Manage and oversee complaint case management to ensure timely resolutions and SLAs are met.
• Collaborate with Sales and front-line teams to understand and address customer concerns.
• Review case details for accuracy and consistency; support QA and regulator inquiries.
• Assist with agency complaints and provide information for investigations and responses.

Skills

Analytical thinking

Problem solving

Detail orientation

Independent work

Multi-tasking

Communication

Education

Bachelor's degree

High School Diploma

Tools

Excel

SQL

MS Office

Job description

First Citizens Bank is seeking a Complaint Management Specialist to lead investigations of customer complaints, coordinate with Sales and front-line teams, and ensure timely resolutions in alignment with bank processes.

The role emphasizes strong analytical skills, precise documentation, and the ability to work across departments to improve customer experience and compliance with regulatory requirements.