KeyBank · 21 hours ago
Senior Supervision Officer
Brooklyn, OH
Full-time
Hybrid
Senior Level
$71K/yr - $125K/yr
5+ years expKeyBank is a financial services company seeking a Senior Supervision Officer to manage the customer complaint process. This role involves overseeing complaint resolution, ensuring compliance, and collaborating with business units to enhance client experience and implement corrective actions.
Banking
Responsibilities
Manage the end-to-end complaint resolution process within the first line of defense, ensuring timely and compliant handling of customer concerns
Develop and maintain complaint-handling policies and procedures aligned with regulatory requirements and internal standards
Analyze complaint trends and root causes to identify risk areas and recommend process improvements
Collaborate with internal stakeholders to ensure consistent and effective complaint management practices across business units
Prepare and deliver reports on complaint metrics, trends, and risk indicators to management and governance committees
Provide guidance and training to team members and business partners on complaint-handling best practices
Escalate significant issues or regulatory risks identified through complaint analysis to appropriate leadership
Participate in special projects related to complaint management and risk mitigation
Stay current on regulatory changes and industry trends impacting complaint handling
Comply with all KeyBank policies and procedures, including acting professionally, ethically, and in the best interests of clients
Qualification
Required
5+ years of experience in compliance, risk management, auditing, or related fields
Demonstrated ability to work independently and collaboratively in a regulatory environment
Preferred
Bachelor's Degree or equivalent experience
SEI, Series 7, 24, 66, 53 or 9/10
Life, Health and Variable Annuity License
Strong understanding of financial products offered on the platform
Comfortable and confident in client contact in difficult situations
Understanding and applying laws and regulations relevant to banking and consumer finance
Evaluating potential risks and identifying control gaps in processes and systems
Identifying and mitigating risks that could disrupt business operations
Using analytical tools to interpret data and uncover complaint issues or trends
Building strong relationships across departments to support initiatives
Applying sound judgment in evaluating complex compliant scenarios
Staying current with regulatory changes and industry best practices
Designing effective solutions to address challenges
Benefits
Eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.
Company
KeyBank
At KeyBank we’ve made a promise to our clients that they will always have a champion in us.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Chris Gorman
Chairman, Chief Executive Officer, and President, KeyCorp
Holly Santoro
Executive Administrator to the Chairman & CEO
Recent News
2023-08-28
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