Senior Quality Specialist – Complaints

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

Overview

The Complaint Management Specialist is responsible for managing and investigating customer complaints, partnering with business teams to drive timely and appropriate resolutions and identifying opportunities to improve processes, controls, and the overall customer experience. This role includes the daily responsibilities in case management but also handles more complex and sensitive complaints, supporting agency complaint investigations, Regulator Audits, as wellas performing quality and trend reviews to support performance management and regulatory expectations. The ideal candidate demonstrates strong investigative and analytical skills, sound judgement polished written and verbal communication, and the ability to independently manage complex issues while effectively collaborating across business support functions.

Responsibilities & Qualifications

• Case Management & Oversight: Monitor open complaint cases and partner with front-line business teams, including Sales, to ensure cases are actively managed, customer communications are timely and appropriate, service-level agreements (SLAs) are met, and the appropriate departments and resources are engaged to support resolution.
• Customer Resolution: Collaborate with business partners to ensure customer concerns are fully understood, appropriately addressed, and resolved in a manner that aligns with established processes and customer commitments. Assist with Customer correspondence and communication, when needed.
• Case Review & Quality: Review complaint case details to ensure the customer’s concern is accurately represented through the appropriate complaint selections, classifications, documentation, and case notes. Identify discrepancies or missing information and work with case owners to correct them. Assist management with Keyword Search and QA audits.
• Agency Complaint Management: Support the investigations and review of customer complaints submitted to external agencies, such as Better Business Bureau and other third-party agencies. Collaborate primarily with Second Line partners who oversee these matters by providing case information, conducting research, gather support documentation, and assisting with investigation and responses. Coordinate with front-line business partners and other internal stakeholders as needed to obtain information, address concerns, and support timely and accurate resolution.
• Escalation Management: Identify and ensure escalation to Second Line partners, where complaints require additional review, based on the nature of the complaint, regulatory considerations, or indications that a bank error occurred and ensure root cause analysis has been conducted and properly documented for all identified bank errors. Provide supporting information, respond to questions, or assist with follow-ups when needed.
• Data Quality & Process Adherence: Evaluate complaint case data for completeness, accuracy, and consistency with established complaint processes, procedures, and applicable regulatory requirements.
• Risk & Control Identification: Assess and perform deep analysis of complaint activity for potential process, system, training, or internal control gaps. Identify recurring issues and evaluate whether existing controls adequately address potential customer, operational, or compliance risks.
• Coaching & Feedback: Communicate observations and provide constructive coaching to business partners when opportunities are identified related to case management, documentation, process adherence, customer communication, or complaint handling.
• Cross-Functional Collaboration: Build effective relationships across business, operations, compliance, and other support functions to facilitate timely resolution of complaints and drive sustainable improvements.
• Complaint Data Analysis: Review complaint information and trends to identify areas of opportunity, emerging risks, and recurring customer concerns, and communicate relevant findings to appropriate stakeholders and leadership.
• Regulatory & Compliance Support: Support adherence to applicable complaint management requirements by ensuring cases are appropriately documented, escalated, and resolved in accordance with established policies, procedures, and regulatory expectations.
• Continuous Improvement: Identify trends, recurring issues, and opportunities for process or system, training and customer improvements based on complaint activity, agency complaints, quality reviews, and performance results. Collaborate with business partners and subject matter experts to develop and implement appropriate enhancements.

Basic Qualifications:

Bachelor's Degree and 1 year of experience

-OR-

High School Diploma or GED/Equivalent and 5 years of experience in Operations

Required Qualifications:

• Intermediate/Advance MS Office skills (particularly Excel and SQL)
• Complaints Management
• Detail orientated and collaborative
• Strong analytical and problem-solving skills
• Ability to work independently and multi-task

Preferred Qualifications:

• Familiarity with the testing and monitoring activities to identify potential issues and/or emerging risks
• Quality Assurance
• Equipment Finance
• Process Improvement
• Regulatory Compliance

Additional Information

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.