Service Recovery + Complaints Manager

Job Description:

Position Summary:

The Service Recovery + Complaints Manager is responsible for delivering exceptional member service and protecting the reputation of a multi-billion-dollar credit union. This role oversees the full lifecycle of complaint handling, ensuring timely and effective resolution, maintaining or recovering member confidence, advocates for members at the organizational level, and leads crossfunctional teams in conducting root cause analysis to identify issues that impact service quality as well as regulatory implications, and coordinate efforts to ensure mitigating controls are put in place as may be necessary. The incumbent will lead the organization's service recovery strategy, manage escalations across channels, ensures adherence to regulatory and internal standards, and drive continuous improvement through complaint trend analysis and crossfunctional collaboration. Success in this position requires strong leadership, organizational excellence, and highly effective communication and problemsolving skills.

Primary Responsibilities & Duties:

• Oversee, document, and track member complaints while ensuring timely, accurate, and compliant resolution to appropriate parties, including appropriate and timely response to a member.
• Lead investigations into member complaints by identifying and collaborating with applicable business units, while ensuring comprehensive root cause analysis to support effective resolution.
• Ensure that service recovery strategies will restore member satisfaction and align with credit union values, policies, regulatory requirements, and industry best practices.
• Develop and deliver reports for executive leadership regarding complaint trends, case status, resolution outcomes, and recommended actions to mitigate identified risks and strengthen operational controls.
• Maintain and audit records of all complaints, investigations, and service recovery activities to ensure data demonstrates accurate representation of trends and identifies areas of weakness requiring corrective action.
• Support the Compliance team in preparing for and managing examinations. Assist business units with root cause analysis and the development of mitigation controls and management responses that effectively address identified findings.
• Analyze complaint trends and recurring issues, and lead crossfunctional initiatives to improve processes, products, and services in alignment with organizational goals.
• Train, mentor, and develop staff connected to the complaints and service recovery function to promote consistency, accountability, and continuous improvement.
• Maintain and enhance knowledge of regulatory compliance requirements through ongoing professional development, including participation in workshops, webinars, conferences, meetings, and review of relevant industry literature.
• Assume additional responsibilities as necessary in compliance for the continued growth and advancement of the credit union.

Knowledge/ Skills:

• Strong knowledge of regulatory requirements affecting credit unions and consumer complaint handling, including expectations of a large banking organization.
• Excellent written and verbal communication skills, with the ability to interact effectively with members and internal stakeholders.
• Ability to manage high-risk or escalated member situations with sound judgment and empathy.
• Proven analytical, problem-solving and root-cause analysis abilities.
• High level of professionalism, discretion, and attention to detail.
• Ability to work independently, prioritize tasks, and manage multiple cases simultaneously.
• Skilled at utilizing complaint tracking systems and reporting tools.

Minimum Requirements:

• Bachelor's degree in business, finance, communications, or a related field preferred.
• 4+ years of experience in customer service, complaint management, or service recovery.
• 2+ years of experience with HMDA, Fair Lending analysis, and reporting tools in a regulated financial industry.

Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.