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Bread Financial
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QA Complaints Analyst 1
Bread Financial
posted 1hr ago
Flexible timing
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Job Summary
The QA Complaints Analyst is responsible for the monitoring of finalized/approved complaint responses for data integrity, response consistency, and prevention of customer harm by performing a Privacy assessment of final responses prior to case closure. The QA Complaints Analyst is also responsible for the closure of complaint cases within internal systems as well as the respective external regulator portal.
Essential Job Functions
Case closure - Complaint Responses - The role is responsible for executing a validation on approved written complaint responses prior to the complaints being closed within an external regulator portal or being mailed to the customer or agency. After enduring data integrity, response accuracy, and privacy compliance the incumbent is responsible for closing the case in both the internal and external portals in a timely and accurate manner in adherence to documented procedural and compliance requirements to avoid SLA and regulatory violations. The incumbent is required to meet established performance standards and maintain operational acumen for the assigned processes.
Classification of consumer correspondence / interactions - The role is responsible for p erforming a n accuracy check if the written communication received from the customer has been correctly tagged as a Complaints or Inquiry. The associate is also supposed to conduct call validations on the Inbound/ Outbound call interactions between our care representative and customer to identify if the call is a complaint and is tagged under the appropriate C omplaint Reason category.
Risk Identification - Continuously working to identify the presence of risk as a result of procedural errors or procedural gaps that are responsible for complaint generation or negative impact on customer experience and the ability to share those observations with leadership.
Coaching Feedback, and Training - Assists with training and provides coaching and feedback to Responders and Quality Control analysts based on response review.
Procedural Updates - Assist in developing, creating, and implementing processes and procedures; as well as making recommendations for enhancements to the procedures.
Reports to: QA Complaints Analyst, Lead
Working Conditions/ Physical Requirements: Normal office environment.
Direct Reports: None
Minimum Qualifications:
Degree Required: Bachelor s Degree or equivalent education
Area of Study: Any field
Years of Work Experience Required: 1 year
Type/focus of work experience Required: basic monitoring in a professional work experience, strong analytical skills with high attention to detail accuracy, and SLA driven
Preferred Experience:
Years of Work Experience Preferred: 1- 3 years
Degree Preferred: Bachelor s Degree or equivalent education in finance
Type/focus of work experience preferred: Regulatory compliance / Fraud investigations / Quality Assurance/ Audits/, previous experience in handling escalated consumer concerns Credit research / Investigations/credit card industry knowledge / Process Monitoring/ Experience in Compliance and Risk field
Previous experience in Audit, Compliance, Privacy, and Risk field
Other Duties
This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.
About Bread Financial
At Bread Financial, you ll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We ve been consistently recognized as a best place to work nationally and in many markets and we re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
Bread Financial (NYSE: BFH) is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive suite of payment solutions that includes private label and co-brand credit cards and Bread Pay buy now, pay later products. Bread Financial also offers direct-to-consumer products that give customers more access, choice and freedom through its branded Bread Cashback American Express Credit Card , Bread Rewards American Express Credit Card and Bread Savings products.
Headquartered in Columbus, Ohio, Bread Financial is powered by its approximately 7,000 global associates and is committed to sustainable business practices. To learn more about Bread Financial, visit breadfinancial.com or follow us on Facebook , LinkedIn , X and Instagram .
All job offers are contingent upon successful completion of credit and background checks.
Bread Financial is an Equal Opportunity Employer.
Job Family:
Enterprise Risk
Job Type:
Regular
Employment Type: Full Time, Permanent
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