Job Details

Complaint Intake Coordinator

Perform initial review and triage of member complaint submissions.

Read and evaluate complaints received through written correspondence, telephone transcripts, and online portals.

Route complaints to the appropriate advocate or handling team.

Complete member acknowledgment activities through email templates and occasional outbound calls.

Perform Law/Rule/Regulation (LRR) tagging, severity assessments, and complaint classifications.

Maintain accurate documentation within complaint management systems.

Communicate professionally with members and internal stakeholders.

Manage workload effectively to meet same-day response and service-level expectations.

Previous banking experience.

Understanding of banking laws, regulations, and regulatory environments.

Experience handling or reviewing banking complaints.

Strong attention to detail and accuracy.

Ability to work efficiently in a high-volume, fast-paced environment.

Proficiency with Microsoft Office, including downloading PDFs and attaching documentation.

Experience prioritizing workloads and meeting established service levels.

Experience using PEGA or other complaint management system is highly preferred