1 Manager Consumer Restitution Job in Farmington, MI

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Manager Consumer Restitution

Comerica Bank

Farmington, MI | Full Time

$164k-216k (estimate)

1 Week Ago

Manager Consumer Restitution

Comerica Bank Farmington, MI

$164k-216k (estimate)

Full Time | Banking 1 Week Ago

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Comerica Bank is Hiring a Manager Consumer Restitution Near Farmington, MI

The Consumer Customer Restitution Manager is responsible for managing and execution of Restitution and Remediations for consumers, inclusive of Retail Banking, Small Business Banking, Retail Business Services, Sales and Enablement and Retail Risk Services and other areas providing consumer services. Manages hybrid teams made up of direct reports, indirect team members, contingent resources and subject matter experts responsible for executing customer restitution projects. Tracks, communicates and coordinates activities with all parties related to consumer restitution and remediations.

Customer Restitution:
Focuses on executing Customer Restitution activities in a consistent and controlled manner, ensuring issues are correctly identified, documented, executed, tested and completed in alignment with corporate standards and regulatory requirements. Takes action to direct the identification of risk event root cause, plans to remediate recurring issues and customer restitution/reimbursement of issues and risk events. Identifies program learnings & insights and applies them to Retail Bank products, processes and interactions in order to assure sustained execution and improve the overall risk posture of the Line of Business. Point person for all Legal, Risk, Controls and Audit activities related to restitution projects.

Duties and Responsibilities:

Customer Restitution and Remediations:

Manages the execution of a comprehensive Restitution strategy that aligns with regulatory requirements and company standards & values.
Lead cross-functional teams to identify the extent of customer harm or non-compliance of identified issues through data analysis, audits, customer feedback or other means.
Implement and evolve processes for investigating, validating, and restituting customer harm issues.
Ensures the appropriate staffing and engagement of business SMEs and risk and compliance stakeholders to deliver and execute aligned projects.
Manages any customer restitution exceptions and escheatments that arise as a result of restitution activities. Documents and dispositions exceptions for risk and regulatory oversight.
Provides expert leadership and oversight to assigned customer restitution programs and bring to on time completion, with all issues successfully documented, tested and validated.
Manages vendor relationships as needed, contract negotiation and reconcilement of vendor invoices and hold vendor and internal teams accountable to cost/schedule/quality deliverables.

Risk Management:

Work with First Line Of Defense Retail Risk and Controls to maintain detailed reports that document the findings of restitution activities, actions taken, and an accounting of customer restitution exceptions; develops and maintains all artifacts in adherence to all standards, policies and procedures.
Ensures adherence to all government, corporate and department standards, policies and procedures in all technical artifacts, tasks and decisions across all teams.
Drives transparency in the restitution process, cultivating an environment of trust and respect with both customers and employees.
Works closely with the communications department to craft clear, empathetic messaging to both internal and external stakeholders.

Financial Management:

Ensures teams develop and manage to the financial budget and schedule established for individual projects within the program; identifies and sizes budget exceptions as needed.
Employs expert financial acumen with proper financial forecasting and create financial reports for executive leadership communication.

Qualifications and Skills:

Bachelor's Degree from Accredited University
3 to 5 years program management experience, including managing highly complex projects individually and as a portfolio
3 to 5 years of experience managing multiple projects at one time
3 to 5 years effectively executing concurrent projects of varying size, cost, technologies, complexity and risk
3 to 5 years people management experience, specifically managing complex teams made of up multi-functional staff, contingent resources and various levels of staff within own team
7 or more years working in a team leadership setting to deliver programs made up of multiple restitution projects
7 or more years risk management experience -- possessing strong working knowledge of customer restitution and remediation through a control and issue management lens
7 or more years vendor management experience
7 or more years project management and project execution experience

Comerica Great Lakes Campus
8:00am - 5:00pm Monday - Friday

Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.