Home Improvement Financing Customer Relations Team Lead
Regions Bank
Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.
At Regions, the Home Improvement Financing Customer Relations Team Lead is responsible for logging and assigning borrower complaints, ensuring that the appropriate written responses are provided to borrowers regarding complaints.
Regions Home Improvement Financing, a division of Regions Bank, engages in strategic partnerships with home-improvement manufacturers, distributors, franchisors, trade groups, and independent contractors to provide Point-of-Sale financing capabilities. This enables these partners to provide homeowners with an additional option to pay for various improvements to their homes, benefitting both the contractor partner and the homeowner.
Primary Responsibilities
- Leads Customer Relations Coordinators through guidance and training
- Documents and tracks customer complaints in appropriate systems
- Resolves complex and/or escalated customer complaints
- Utilizes good judgment while following set procedures and workflows to assign verbal/written complaints
- Coordinates the resolution of complaints by working with other departments within the bank including Customer Relations & Client Services
- Researches customer complaints, which will include verbally contacting the borrower and/or contractor
- Monitors complaint records to ensure all active complaints have a next follow up date and an assigned next step
- Communicates professionally with borrowers and/or contractors
- Assists with updating and maintaining Complaint Resolution Procedures
- Ensures that all borrower correspondence is properly scanned and filed in electronic loan files
- Performs miscellaneous projects as assigned
- Trains new associates
- Provides guidance to associates with less experience
This position requires the tracking of time and is eligible for overtime hours worked in excess of 40 per week under the Fair Labor Standards Act.
Requirements
- High School Diploma or GED
- Six (6) years of customer relations or related experience
Skills and Competencies
- Excellent verbal and written communication skis
- Strong computer skills, including Microsoft Office Suite
- Strong organizational and time-management skills
- Strong typing skills with an emphasis on speed and accuracy
**Position will be onsite in Salt Lake City**
Additional Preferences:
- Credit Bureau experience
- Fraud Experience
- Banking Experience
- Previous Leadership or supervisor experience
Compensation Details
Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.
The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.
Job Range Target:
Minimum:
$50,500.00 USD50th Percentile:
$63,620.00 USDIncentive Pay Plans:
This job is not incentive eligible.Location:
Salt Lake City, UtahEqual Opportunity Employer/including Disabled/Veterans
Job applications at Regions are accepted electronically through our career site for a minimum of five business days from the date of posting. Job postings for higher-volume positions may remain active for longer than the minimum period due to business need and may be closed at any time thereafter at the discretion of the company.