Develop the strategy to manage escalations and regulatory complaints while balancing associate, customer and shareholder satisfaction. Lead a process excellence culture to attain sustainable results.
鈥anage complex escalations in accordance with industry regulations established by the Office of the Controller of Currency (OCC), Consumer Financial Protection Bureau (CFPB), American Disability Act (ADA) and Attorney General Offices.
鈥ead the online, social media, self-help strategy to improve the experience and reduce cost.
鈥reated a customer-centric culture that empowers associates to deepen customer engagements.
鈥assed all complaint audits and developed a culture of robust r...
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