Reviews and analyzes client complaints elevated from regulatory agencies such as the Federal Reserve, HUD, FHA, State Attorneys General, Federal and State Legislators, State Regulators, and from SunTrust Executives, SunTrust Legal, SunTrust Compliance, SunTrust Human Resources, external attorneys and the new Consumer Financial Protection Bureau (CFPB). Complaints are received by e-mail, fax, paper (mail), social media (Twitter/Facebook). Analyze for source, problem type and complexity, categorize for level of needed investigation and coordination to resolve and respond. Apply knowledge of SunTrust products and services, relevant regulatory and legal considerations, providing an objective, accurate, fair resolution for the client and SunTrust while meeting service level standards. Act as the authorized representative of SunTrust Executive management delivering resolution and decisions directly to clients, regulatory, other external sources, and internal business managers.
Provide Quality Monitoring of department work; review for content, accuracy, SunTrust communication and brand standards and service level adherence. Insures high profile/high risk cases are elevated and documented with department management, process defects escalated to LOBs and functional areas within SunTrust. Provide project and research resource for Compliance/Legal/Audit for internal and regulatory inquiry and response. Act as case manager in initial and follow-up interactions with external regulatory or other sources. Compose and deliver documented response which meets SunTrust communication and privacy standards, applies professional level writing expertise and superior verbal communication. Provide coaching, subject matter expertise and editorial support to others on the team.
Equal Opportunity Employer: SunTrust supports a diverse workforce and is a Drug Testing and Equal Opportunity Employer. SunTrust does not discriminate against individuals on the basis of race, creed, color, gender, religion, national originTo review the EEO Poster, copy and paste the following link into your browser: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf