Service Recovery + Complaints Manager

Job description

Job Description: Position Summary: The Service Recovery + Complaints Manager is responsible for delivering exceptional member service and protecting the reputation of a multi-billion-dollar credit union. This role oversees the full lifecycle of complaint handling, ensuring timely and effective resolution, maintaining or recovering member confidence, advocates for members at the organizational level, and leads cross‑functional teams in conducting root cause analysis to identify issues that impact service quality as well as regulatory implications, and coordinate efforts to ensure mitigating controls are put in place as may be necessary. The incumbent will lead the organization’s service recovery strategy, manage escalations across channels, ensures adherence to regulatory and internal standards, and drive continuous improvement through complaint trend analysis and cross‑functional collaboration. Success in this position requires strong leadership, organizational excellence, and highly effective communication and problem‑solving skills. Primary Responsibilities & Duties: - Oversee, document, and track member complaints while ensuring timely, accurate, and compliant resolution to appr...