Officer,ComplaintManagementIntermediateAnalyst

The Complaints Mgt Int Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams. **_Responsibilities:_** * Supports the conduct of investigations and handles complaints, from beginning to end, received and considered a complaint by the Firm in accordance with rules and internal procedures. * Supports investigations and assesses the complaint allegations competently, diligently, impartially, fairly, consistently and promptly, obtaining relevant additional information where necessary. The investigation process may require review of customer’s account activity and Listening to recorded calls and interviews. * Prepares draft communications for leadership to inform on complaints outcome. * Thinks analytically to help leadership make the right decisions regarding complaints Management and outcomes. * Explain and/or provide findings and conclusions of investigation when appropriate. * Works with leadership to recommend whether the complaint sh