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Executive/Written Complaints Editor/Facilitator - Pittsburgh PA

Pittsburgh, PA

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CardWorks Servicing (CWS) is the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.
Please be advised:
A written assessment is required for consideration
Monday, Tuesday, Wednesday, Thursday and Friday 9:00am to 5:30pm
Job Description:
This position is responsible for reviewing, analyzing, and approving the investigation notes and proposed responses to customer complaints as provided by the Executive Complaints Coordinators, with a focus on root cause analysis, trends and potential risk to the organization and clients.
Reviews the details of the investigation conducted by the Executive Complaints Coordinator in response to a complaint received from the customer and/or an attorney/regulator
Reviews the complaints investigation conducted by the Executive Complaints Coordinator for resolution of the customer’s issue(s)
Analyses and evaluates the root cause of the complaint; escalates any potential issues or trends for review to limit future risk exposure to the client and/or to the company
Reviews the proposed draft response and/or verbal resolution provided by the Executive Complaints Coordinator for accuracy of information, thoroughness and appropriate resolution for the customer and client
Reviews for proper grammar, syntax, tone, format and accurate letterhead to be in alignment with each client and specific procedure
Acts as a liaison with other departments, including legal/compliance, for any additional investigation, clarification and determination for proper handling of complaint
Ensures that the resolution is provided to account holder or regulatory agency/attorney within departmental and/or client’s service level requirements
Maintains accurate files and logs
Assesses possible trends and alerts from various departments for appropriate steps to mitigate risks
Provides support to management with reporting as needed
Provides support to management with Customer Experience and process improvement items
Provides support with any ad-hoc projects, including supervision of the Executive Complaints Coordinator team as needed
Keyboarding proficiency
Must possess superior professionalism, discretion, and judgment
Ability to work under pressure; flexibility and willingness to work at a rapid pace and under ever-changing processes or directives dictated by need or clients’ requests.
Ability to work independently dealing with a variety of personalities, behaviors and work styles; ability and willingness to work outside of normal scheduled hours if/when needed
Must possess exceptional analytical skills and the ability to evaluate varied account holders’ issues and/or departmental processes
Knowledge and experience with Windows based computer applications
Exceptional knowledge of Microsoft Office and Adobe software
Ability to understand and carry out oral and written instructions
Exceptional written and oral communication skills
Ability to compose and edit correspondence
Ability to communicate with others and to assimilate and understand information in a manner consistent with essential job functions
Ability to multi-task is essential
Education and Experience:
High School Diploma or its equivalent experience required; B.A. preferred
2-4 years of related experience as Executive Complaints Coordinator preferred
2-4 years business writing experience required
Desktop publishing experience desired
We are an equal opportunity employer. CardWorks will do a thorough background check for all hires. This includes a review of your personal credit history, drug testing, background check, and employment/personal references. A good credit history is important.

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