Position Summary:This associate will be the primary point of contact for executive and customer written complaints. They will be responsible for reviewing the correspondence received and confirm that it meets the complaint criteria. Based on the origin and nature of the complaint, the associate will create a complaint case in the Written Complaints system of record, track and assign cases to a coordinator to manage the case. Executive complaints are generally complaints from the Better Business Bureau (BBB), State Attorney General, Department of Justice, attorneys, etc. Customer complaints are generally written complaints received from a consumer threatening to escalate matters to regulatory agencies, which may include but not limited to, Attorney General, BBB, law firm, threats of a lawsuit. Additionally, a consumer that is unhappy with the quality of service, unsatisfied previous complaint outcomes. The associate is responsible for reviewing each correspondence and choose the appropriate routing options to the appropriate area or persons. The associate may be cross trained in various departmental roles based upon business opportunities and needs. Essential Functions: Determines nature of correspondence and evaluate for appropriate action. Responsible for routing correspondence to appropriate department if the document is not deemed a complaintEvaluates the correspondence and identify the origin and the nature of the complaintScrutinizes all complaints against regulatory standards, clients’ policies/contracts, and internal operating processesResearches the accountholder’s account to identify concerns and make recommendation for coordinator’s reviewResponsible for communicating across departments and clients, as needed, regarding any correspondence receivedResponsible for tracking and reporting actions taken on each correspondence received, such as assignment to coordinator, routing, and letter requestsMaintains accurate files and logsResponsible for maintaining exception reports on a daily basisAssesses if there are any trends and alert management so they can take appropriate actionsProvides support to the Manager/Director/AVP with any ad-hoc projectsPerforms other duties as assigned by management Education and Experience: High School Diploma or its equivalent education required; B.A. preferredTwo (2) years of related experience with Microsoft Office program suite or similar desired One (1) years’ business writing experience preferred. Paralegal experience preferred. Summary of Qualifications: Proficient with Windows applicationsExcellent keyboard proficiency Excellent communication (both verbal and writing) skillsAbility to multi-task is essentialFast learnerTeam playerAbility to work under pressure at a rapid pace while maintaining accuracy Work Environment/Physical Demands: Work is in an office environment, sustained posture in a seated position for prolonged periods of time; works with computer equipment for prolonged periods of timeSome stress may occur Travel is not generally required This position reports to an assigned Team Leader / Manager and supervises no one