Complaints Manager

Description

Vast Bank is looking to hire a Complaints Manager!

About Vast Bank

Since February of 1982, we've been a financial institution that has served customers in Northeast Oklahoma and beyond. Our deep roots in the community and commitment to personal service have enabled us to grow alongside our customers, creating conveniences and solutions to fit unique problems and lifestyles. For over 40 years, we've built a legacy on personal service, flexibility, strength, and integrity. Now, with bold leadership and a renewed commitment to customer-centricity, we're aiming higher for the next 40 years. New ideas, strong partnerships, and modern technology will accompany a winning culture to deliver more control and a surprisingly easy banking experience.

We're a company that believes in taking care of the people who make working here possible. In addition to competitive compensation, we offer a leading employee benefit package:

• Comprehensive benefits package & 401(k) match

• Professional development- opportunities for advancement!

• Tuition assistance

• Transit reimbursement

• Paid time off

• & more!

Qualifications

Summary Of Role 

The Complaints Manager oversees the Bank’s Complaints Management Program, ensuring timely, fair, and compliant resolution of customer complaints in line with regulatory requirements and internal policies. The role includes analyzing trends, identifying root causes, and implementing process improvements to enhance customer satisfaction and reduce risk, while serving as a liaison between customers, internal teams, and regulatory bodies. 

Major Duties and Responsibilities 

• Maintains effective working knowledge of applicable federal and state laws, regulations, and regulatory guidance. 

• Perform intake, investigation, and resolution of identified complaints; draft clear and accurate responses to complainants while collaborating with corporate functions, business partners, and senior management as appropriate. 

• Executes assigned tasks to support the Complaints Management Program and creates documentation to evidence compliance. 

• Compile, organize, and format documentation to support internal monitoring efforts, external reviews, and third-party audits (e.g., OCC, VISA). Ensure all requested information is accurate, complete, and delivered within required timelines to demonstrate compliance and performance of products, services, and customer experience. 

• Collaborates with teammates and staff to communicate potential risks, concerns or other observations. 

• Prepares accurate content for meetings with business partners throughout the complaints management lifecycle. 

• Partner with senior Compliance staff to recommend process and system improvements that minimize compliance risk and enhance efficiency. 

• Maintains professional and technical knowledge by researching regulatory changes, reading professional publications, attending educational workshops, establishing personal networks, and participating in professional societies. 

• Assesses effectiveness of the implementation and execution of compliance controls. 

• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. 

• Performance and/or assistance with all other duties and projects as assigned. 

Knowledge & Skills 

Experience 

Minimum 5  years in banking, compliance, risk management, or customer service operations, with at least 2–3 years in a supervisory or complaints-handling role. 

Education/Certifications/Licenses 

• Bachelor’s Degree or equivalent work experience. 

Interpersonal Skills 

A significant level of trust and diplomacy is required to be an effective in the position. In-depth research, dialogues, conversations and explanations with internal stakeholders is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on significant risk and compliance related topics. 

Role Important Behavioral Skills 

• Maintains positive relationships at all levels by contributing to a respectful, courteous, and professional work environment; demonstrates emotional control and adaptability to promote cooperation among various departments and business partners. 

• Strong analytical and conceptual thinking skills, with the ability to propose solutions decisions using data. 

• Has knowledge of existing and emerging bank regulations, audit processes, and compliance reporting. And proactively researches and comprehends current and emerging regulations to ensure program compliance. 

• Works effectively both independently and collaboratively across functions to meet objectives. 

• Quickly adjusts to changing environments, processes, and technologies, comfortable with remote work and digital tools. 

• Strong organizational skills.  

ADA Requirements 

Physical Requirements 

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable, and timely attendance. 

Working Conditions 

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. 

Mental and/or Emotional Requirements 

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.  Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters. 

EEO Statement
It is the policy of Vast Bank to afford equal opportunity in all phases of employment without regard to an individual’s race, color, creed, religion, gender, national origin, age, disability, marital status, ancestry, sexual orientation, unfavorable military discharge for qualified individuals with disabilities, and for qualified disabled veterans and veterans of the Vietnam era, to the extent required by applicable local, state and federal law.