Apex Systems has an immediate opening for a REMOTE Agency Complaint Specialist with a large client in the Cincinnati area.

If you, or someone you know is interested in this role, please send your resume to Joe Blamer at or Brianna Boyce at

The objective of the position is to investigate and respond to written regulatory complaints that customers file against organization to attain the best possible response and resolution. Agency Specialists (Agency Associates) are responsible for resolving the most escalated customer-initiated issues to the highest professional standards. In Customer Escalations, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make an impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.

RESPONSIBILITIES

• Provide accurate and comprehensive written analysis and responses to customer complaints that have been filed with a state or federal regulator within the appropriate timeframes.
• Ensure that all customer escalations that have been filed with a state or federal regulator are managed to excellent professional standards and within terms and policies.
• Demonstrate ownership of customer issues and work proactively with business units, partners and vendors to manage issues through to a complete resolution in a timely manner.
• Demonstrate sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters, whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.
• Demonstrate ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.
• Advocate as the voice of the customer.
• Proactively make recommendations to address root causes of escalations and complaints by leveraging escalation contacts and processes.
• Understand current business processes and tools that impact our customers and work with manager and the necessary owners internally to resolve any issues and fix processes.
• Share information and knowledge with other team members to recognize and reduce the number of repeated issues.
• Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
• Follow escalation and complaint procedures to ensure that all customer escalations and complaints are tracked and all relevant parties are informed of actions taken to resolve issues.
• Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.
• Support employees and executives with resolving customer issues.
• Maintain contact with all other relevant customer groups within to ensure support for resolution of customer issues, consistency of approach and smooth cross-department cooperation.
• Actively participate in ensuring that knowledgebase is up to date.
• Participate in team meetings, discussions and other activities as required in order to support the team and improve quality of the operation.

Skills/Experience:

• Minimum of four years of regulatory, compliance, legal, audit, risk management or other relevant experience (e.g., resolution of customer complaints), preferably in a financial services environment.
• Two years of experience with responding to written regulatory complaints (or equivalent).
• Knowledgeable in bank and deposit compliance regulations (e.g., Regulation E and UDAAP) -Nice to have
• Exceptional written skills with the ability to communicate with all levels of executive management.
• Excellent oral and interpersonal communication skills.
• Excellent organizational skills.
• Detailed oriented and strong listening and analytical skills.
• Demonstrated ability to work well in a high paced work environment.
• Committed to providing objective and unbiased analysis of work production.
• Dedication to providing exceptional customer service.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or