![]() Assesses if there are any trends and alert various departments (Compliance, Operational, Training) so they can take additional steps to mitigate future risk.Scrutinizes all complaints against regulatory standards, our client policies/contracts, and internal operating processes.Drafts a response to be reviewed and approved by the Complaints Department Editors and/or Business Unit Management, while ensuring that the response and/or resolution meets service level.Determines an appropriate resolution and works across departmental lines as needed.Researches accountholder’s concerns, identifies the root causes, and makes recommendations to affect change in current procedures/practices.Communicates occasionally via phone/email with clients and multiple leadership levels within the organization.Communicates directly with accountholders and/or members of the Better Business Bureau, Attorney General’s office, etc., in writing.The Coordinator also responds to customer written complaints, classified generally as those that are received from an accountholder who is threatening to escalate (to the Better Business Bureau, Attorney General, file lawsuit) or an accountholder who is unhappy with the quality of service received or not satisfied with the way previous correspondence was handled. This position is responsible for responding in writing to executive complaints, generally from the Better Business Bureau, State Attorney General, Department of Justice, attorneys, and other regulatory agencies and. The Coordinator reviews, assesses and resolves issues in a timely and professional manner. The Coordinator is a primary point of contact for executive and customer written complaints, responsible for investigating and resolving matters related to the overall business operations and practices. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards. CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. ![]()
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