Customer Advocacy And Complaint Management Specialist

Role: Customer Advocacy and Complaint Management Specialist

Location: Remote

Manager: AVP, CACM Manager

BMTX Overview:

BM Technologies, Inc. (NYSE American: BMTX) - formerly known as BankMobile - is among the largest Banking-as-a-Service (BaaS) providers in the country, providing access to checking and savings accounts, personal loans, credit cards, and financial wellness. It is focused on technology, innovation, easy-to-use products, and education with the mission to financially empower millions of Americans by providing a more affordable, transparent, and consumer-friendly banking experience. BM Technologies, Inc. is a technology company and is not a bank, which means it provides banking services through its partner bank. More information can be found at www.bmtx.com

Our Mission:

We are on a mission to financially empower millions of Americans by providing a more affordable, transparent, and consumer-friendly banking experience. And we are passionate about having fun while making an impact!

Role Summary:

The primary role of the Customer Advocacy and Complaint Management Specialist is to investigate regulatory complaints, root cause identification, customer impact analysis and the formulation of responses to complaints received from the regulators, Executive customer complaints, and other escalated level complaints as identified. Additionally, the role will assist with the creation of monthly reporting around regulatory and non-regulatory complaints as well as the monthly sampling of non-regulatory complaints.

Key Skills:

§ Excellent customer service skills

§ Outstanding oral and written communication skills

§ Positive attitude and Team player

§ Flexibility and the ability to adapt quickly to the changing needs of Compliance, bank partners and BM Technologies, Inc.

§ Ability to work independently and to multi-task

§ Excellent time management skills

§ Strong analytical and problem-solving skills

§ Knowledge of federal and local banking regulations

§ Detail oriented

§ Proficiency in Microsoft Office – Word, Excel, Outlook

Actions to Be Successful in This Role:

§ Conduct and provide support for all aspects of evaluation of customer complaints for BM Technologies, Inc.

§ Craft the summary and response memos to Management, the regulator, the bank partner and/or responses to any escalated complaints received from different sources.

§ Identify any findings related to the complaint

§ Identify root cause issues, and rapidly troubleshoot and propose solutions to root cause issues

§ Work with other business units to address root cause issues and assist in fostering understanding of concerns

§ Assist with the creation of monthly reporting

§ Assist with all aspects of monthly sampling of non-regulatory complaints

§ Provide exceptional customer service to internal and external customers

§ Perform projects and other duties as assigned

BMTX will provide consideration for employment to qualified applicants without regard to their race, color, religion, national origin, sex/ gender, sexual orientation, gender identity, protected veteran status or disability.