As part of the EMO (Experience Management Office), the Customer Advocacy Team (CART) is responsible for oversight and management of escalated or other complaints within the enterprise. We strive to provide the highest level of service to all of our customers. This role is responsible for reviewing, researching and addressing complex customer complaints, providing resolutions to those complaints, advocating for and educating customers, and identifying potential enhancement opportunities.

Complaint Management Responsibilities Include:

Review, record, investigate and respond to complex customer complaints received from regulatory agencies, company executives, and other sources

Perform research to identify root cause of complaints by collaborating with other colleagues and departments

Identify possible areas of risk raised in customer complaints and escalate to management as needed

Bring new ideas to improve the customer and colleague experience utilizing Continuous Improvement methodology and collaborating across the EMO

Partner with Corporate Compliance, Legal Department and other subject matter experts as appropriate

Evaluate and reassign complaint cases to appropriate colleague and departments when needed

Ensure accurate, appropriate and thorough responses are being provided prior to Compliance reviews and distribution to customers or other third parties

Follow the procedures and policies around data quality in the following areas:

Compliance with defined SLAs and quality of dates used within the complaint management tool

Appropriate categorization, including root cause identification

Appropriate Escalation (Management, CART, or Compliance/Legal)

Adequate resolution

Sufficient documentation maintained in the complaint management tool

Assist in identifying quality assurance related items or policy compliance risk for segment level reporting

This is a hybrid role.

Basic Qualifications:

High school diploma, or equivalent

5 or more years of experience working in a customer service/conflict resolution oriented environment

Preferred Qualifications:

Bachelor's degree

Previous experience providing written and verbal responses to customer complaints

At least 2 years' experience conducting in depth research preferred

At least 2 years' experience drafting written responses to complaints

At least 2 years' experience managing regulatory customer complaints in the financial industry preferred

Prior compliance, legal, or risk management experience preferred

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Workplace Type:

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds:  in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law.

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Agency Statement: Huntington does not accept solicitation from Third Party Recruiters for any position

Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basi