Posted: November 19, 2016
Reference ID: 1000841515
As a Complaints Supervisor, you'll have the chance to use your problem solving skills to design, implement and track the lease servicing complaint management processes. The ideal candidate will have a proven track record of complaints management and partnering with stakeholders to develop efficient and well-controlled processes across the enterprise.
WHAT YOU'LL DO:
Understand the businesses you are supporting and own the complaints management process.
Research and stay current on new technical literature applicable to complaints (e.g., CFPB, OCC, etc.), including emerging trends, and best practices.
Partner with legal and compliance to support projects and initiatives
Oversee team of Complaints Specialists and serve as point of contact for escalations
Manage team workflow to meet service level expectations and make real-time adjustments to optimize efficiency
Conduct monthly 1:1 meetings with team members for performance coaching and career development
Identify process improvement opportunities and partner with leadership team for compliance management process
WHAT YOU NEED TO KNOW/HAVE:
Intensely curious person who wants to know the what, where, when, how, and most importantly why our processes work the way they do.
Risk-minded person who can see what could go wrong in a process and work with stakeholders to tie the risk to an activity or call out a gap.
Able to translate what you learn through complaint management to stakeholders and partner with them to advise them as they implement process changes.
Able to communicate very well in verbal and written form. This applies to interacting with customers, compliance, legal, and in your written communications (especially when it comes to crafting messages and relaying complaint findings, resolutions and recommendations).
Can easily adapt between working independently or collaboratively on a team, with various stakeholders and audit teams.
Highly organized and able to manage time, tasks, and deliverables
Bachelor's degree in business, economics, finance or equivalent work experience.
Someone who's been there/done that when it comes to managing complaints
People management experience with proven ability to effectively manage, set team goals, develop people to their highest levels of performance, and manage through challenging situations
Prior professional experience with process optimization, compliance or risks management
PERKS / BENEFITS:
The rare opportunity to change the world such that everyone around you is using the product you built. We're not just another social web app, we're moving real people and assets and reinventing transportation and logistics globally
The rarer opportunity to build a startup within a huge, successful, fast-growing company
Sharp, motivated co-workers in a fun office environment
Unlimited vacation policy; work hard and take time when you need it
Employees are given Uber credits every month
401(k) plan, gym reimbursement, nine paid company holidays
Full medical/dental/vision package to