Customer Feedback Administrator

Primary Office Location:

626 Washington Place. Pittsburgh, Pennsylvania. 15219.

Join our team. Make a difference - for us and for your future.

n Position Title: Customer Feedback Administrator
Business Unit: Retail Operations
Reports To: Manager of Complaint Escalation and Customer Feedback

Position Overview:
This position is primarily responsible for monitoring adherence to the Bank’s customer feedback program/policy. The incumbent works under manager guidance to categorize, analyze and escalate risks of the feedback collected from customers via written, telephone, internet, in-person channels (solicited and unsolicited) and other survey programs. Ensures all feedback is handled appropriately while identifying opportunities for training and/or procedure and policy changes. The incumbent coordinates with the Consumer Banking Solutions analytics group to provide reporting.

Primary Responsibilities:
Categorizes feedback based on submission content. Identifies insights, trends and generates summary reports for appropriate department heads. Ensures the timely delivery of reporting. Elevates risks, insights and trends that do not match the intended Customer Experience. Ensures that all complaints meet regulatory guidelines for resolution.
Monitors the company's adherence to the Customer Feedback Program's policy and procedures. Identifies and reports on employee participation. Follows up with employees to ensure customers are responded to in an appropriate manner.
Serves as a resource to offer verbal and written reply suggestions. Assists, as directed, with the construction and review of written responses.
Performs other related duties and projects as assigned.
All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation’s risk management program.
F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Education:
BA or BS

Minimum Years Experience:
3

Special Skills:
Ability to work and multi-task in a fast paced environment
Excellent communication skills, both written and verbal
Excellent organizational, analytical and interpersonal skills
Detail-oriented
Ability to use a personal computer and job-related software
MS Word - Intermediate Level
MS Excel - Intermediate Level
MS PowerPoint - Intermediate Level
Experience in retail banking or related retail or customer service. Understanding of bank systems and technology, including database management. Familiar with Consumer regulatory requirements.

Special Licenses and Certificates:
N/A



Physical Requirements:
N/A

Equal Employment Opportunity (EEO):

It is the policy of FNB not to discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or status as a protected veteran. FNB provides all applicants and employees a discrimination and harassment free workplace.