Complaint Resolution Specialist (Project Management)
Wintrust is a financial holding company with approximately $62 billion in assets whose common stock is traded on the NASDAQ Global Select Market. Guided by its “Different Approach, Better Results” philosophy, Wintrust offers the sophisticated resources of a large bank while providing a community banking experience to each customer. Wintrust operates more than 200 retail banking locations through 16 community bank subsidiaries in the greater Chicago, southern Wisconsin, west Michigan, northwest Indiana, and southwest Florida market areas. In addition, Wintrust operates various non-bank business units, providing residential mortgage origination, wealth management, commercial and life insurance premium financing, short-term accounts receivable financing/outsourced administrative services to the temporary staffing services industry, and qualified intermediary services for tax-deferred exchanges. Our unique business model is a competitive strength and value driver, powered by our talented colleagues who put our customers first and achieve better results for our clients.
Why join us?
An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 11 years) and Employee Recommended award by the Globe & Mail (past 6 years).
Competitive pay and discretionary or incentive bonus eligible.
Comprehensive benefit package including medical, dental, vision, life, a 401k plan with a generous company match and tuition reimbursement to name a few
Promote from within culture.
Why join this team?
Hybrid Work Schedule – Split your time working remotely and at our Corporate Headquarters in Rosemont, IL.
We foster an inclusive environment for an individual to grow and work independently.
Opportunity to interact with management level, experienced professionals - higher visibility.
Wintrust has a great compliance culture that comes from the top.
Gain experience and further your career by joining a growing organization.
Position Summary
The Complaints Resolution Specialist is responsible for investigating, providing compliance guidance and coordinating the response and resolution to customer complaints relating to Wintrust's family of community banks. Our goal is to ensure that customers receive a prompt and transparent response to their concerns (customer service excellence) while understanding that issue identification and resolution (compliance risk) is essential for an effective Complaint Management Program. This position will reside within our Fair & Responsible Banking Department, which has oversight of our Complaint Management Program.
What You'll Do
Log complaints, research complaints and identify root causes and appropriate resolutions, providing guidance and assistance to business lines, drafting responses to complaints.
Perform or help with periodic complaint reporting and trend analysis, including identifying, analyzing and communicating regarding potential areas of risk.
Assist with complaint management program improvements, such as procedure and process improvements.
Assist with related department tasks.
Qualifications
2+ years working in retail banking, banking operations, or a bank compliance role.
Good understanding of retail banking front line and operations.
Knowledge of consumer compliance laws and regulations.
Exceptional writing, problem solving and analytical skills.
Ability to thrive in unfamiliar situations, adapt to change and produce quality work while meeting deadlines.
Bachelor's degree is preferred.
Benefits
Medical Insurance • Dental • Vision • Life insurance • Accidental death and dismemberment • Short-term and long term Disability Insurance • Parental Leave • Employee Assistance Program (EAP) • Traditional and Roth 401(k) with company match • Flexible Spending Account (FSA) • Employee Stock Purchase Plan at 5% discount • Critical Illness Insurance • Accident Insurance • Transportation and Commuting Benefits • Banking Benefits • Pet Insurance
Compensation
The estimated salary range for this role is $59,000-$77,000, along with eligibility to earn an annual bonus. Actual salaries may vary based on several factors, such as a candidate's qualifications, skills and experience.
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From our first day in business, Wintrust has been proud to serve a variety of unique communities and people from all walks of life. To be Chicago's Bank® and Wisconsin's Bank®, we need to reflect that diversity both in all the communities we serve, the people we employ, the organizations we work with, and our banking and lending practices. Wintrust Financial Corporation, including community banking and financial services subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran or any other characteristic protected by law.
