Complaints Handler

Working at The Bank of Missouri

At The Bank of Missouri we know it takes great people to support the communities we serve! We are passionate about caring for people and communities, and know how to recognize and reward our employees for their talent and contributions. When you work at The Bank of Missouri, you not only get to help others, but you also get the resources, opportunities and support to grow your own career.

About our Company:

Staying in business for more than 130 years is hard. Really hard. But, thanks to our great customers in the communities we serve and our entire team, we’ve grown from one bank, once known as The Bank of Perryville, to now 29 locations in 22 communities across Missouri.

If you think about it, since 1891 when the bank was founded, we’ve endured many events: the Great Depression, two World Wars and the Financial Crisis of 2007-2008. We are a growing, $.2.8 billion institution with plans to further expand as opportunities present themselves. With our roots firmly planted in Perryville, Missouri, we continue to grow; evolving and expanding with our amazing team, customers and communities.

Those principles are the reason we are still in business today: caring for people and communities is our foundation. With every financial decision we make, we bear those values in mind, every time. We are proud, but above all, very privileged to say, “We’ve been community banking since 1891.” We look forward to the bright future which lies ahead for the shareholders, employees, customers and communities served by The Bank of Missouri.ve every customer the personal treatment they deserve.

About the Customer Advocacy and Complaint Specialist:

The Complaint Specialist will conduct and assist in the investigation, root cause identification, customer impact analysis, and formulation of responses to complaints received from the Bank’s regulators, executive consumer complaints, and other escalated complaints as identified. Including implementation of processes to analyze data in context, development of potential solutions to identified root cause issues, report creation for presentation to upper management and other duties as assigned.

Here are some of the great benefits you will enjoy as a member of our team:

• Competitive Salary
• Personal paid time off, as eligible and paid holidays
• 401K and Employee Stock Option Plan, as eligible
• Generous medical, dental, vision, life and disability insurance
• Fitness reimbursement
• Learning, development and growth opportunities

As a Complaint Specialist you will:

• Research, resolve and respond to customer complaints sent from the state banking board, federal regulatory agency, attorney general’s office, the Bureau of Consumer Financial Protection, the Better Business Bureau, or other agency dedicated to consumer affairs
• Research and resolve escalated situations and communicate directly with customers regarding follow up and resolution all in a manner that deters additional escalation – complaints and escalations originate from a variety of sources
• Communicates with and assists senior management in various lines of business to coordinate efforts and resolve customer complaints
• Utilizes and updates centralized customer complaint database to ensure all complaints are forwarded to appropriate areas and are resolved and responded to in a timely manner
• Assist with root cause analysis and identification of opportunities for process improvement
• Process legal documentation (Subpoenas, Garnishments, Lawsuits, Summons, C&D’s) as documents are received within regulated timeframe.
• Analyze complaint data for trends or areas of business risk and customer experience
• Assist with audit requests and responses
• Help maintain departmental procedures
• Maintains a high level of knowledge for bank credit card products, compliance and credit card operations
• Perform all duties in a context of the prevention and detection of regulatory non-compliance and/or consumer harm including acting as an advocate for customer interests in those pursuits
• Performs projects and other duties assigned

Qualifications for Success

• Associates' Degree in Business or Legal Studies
• Two years' banking or legal services experience
• Equivalent combination of Education and Experience
• Strong analytical and problem solving skills
• Excellent de-escalation and complaint resolution skills
• Ability to work independently
• Ability to manage multiple tasks and deadlines in a fast-paced environment
• Strong analytical and problem solving skills
• Strong verbal and written communication skills and strong interpersonal skills

The Bank of Missouri is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please contact us or call toll-free 888-547-6541.