Complaint Management System Administrator - Sandy Spring Bank

About Us:

Are you someone who seeks opportunity and has a true desire to grow your career with an organization that has enriched the lives of its clients and communities in the Greater Washington region for more than 150 years? If so, Sandy Spring Bank may be the perfect fit for you!​

 

Sandy Spring Bank is a growing financial services company focused on creating real experiences for our employees, clients, shareholders and communities. ​We are proud to have been certified as A Great Place To Work®, recognized by The Washington Post and the Baltimore Sun as a Top Workplace, by Forbes magazine as the #1 Bank in Maryland.  It is our employees who play an integral role in shaping who we are as a company and upholding what matters most to us: people and relationships.​

 

To help us attract the highest quality individuals, we offer a comprehensive benefits package to those who qualify. We offer competitive market salaries, paid time off, multiple retirement savings options, full health care options, life insurance, health care and dependent care flexible spending accounts, career development opportunities, tuition assistance and volunteer opportunities. We are proud to offer those, and so much more, making Sandy Spring Bank a remarkable place to work and build a career.

About the Job:

Sandy Spring Bank is currently recruiting for a Complaint Management System Administrator. The Complaint Management System Administrator supports the Bank’s complaint management program and will be involved with Client Experience related activities.  The CX function is responsible for the administrative responsibility of the complaint management system per company policy. The responsibilities include oversight of complaints entered in the system, training for all employees and Handlers and Approvers, reporting of complaints, and leading the Complaint Management Working Group. This position reports directly to the Client Experience Manager and will support and interact with a variety of personnel both within the Experience function as well as different departments.

 

MAJOR JOB ACCOUNTABILITIES:

1. Create reporting templates, prepare and/or coordinate complaint related reporting for management, risk committees, complaint management working group, and other stakeholders, as necessary.
2. Monitor and analyze key complaint topics and trends and prepare reports to ensure Management understands the CX impacting the business and ensure the CX function’s metrics, analytics, scorecards, etc. processes are executed, consistent, and continue to evolve.
3. Oversee the complaint management system (CMS) records for corrective action/risk mitigation initiatives and activities related to the CMS program. Duties include:

• Review disposition codes and CMS on a daily basis.
• Enter new cases into CMS as needed
• Analyze, investigate and update cases to ensure the integrity of the data
• Identify duplicate cases and initiate the merge process as applicable
• Flag identified cases for legal or compliance
• Assess, assign and update tasks to applicable personnel to ensure the case handling process is meeting the needs of Sandy Spring clients.
• Exercise sound judgment regarding escalation of cases requiring additional oversight.
• Other duties as assigned.

1. Maintain compliance with the bank’s Compliant Management Policy.
2. Build relationships with individuals within the organization business teams and use these relationships to execute on CX goals and objectives.
3. Provide system support to CMS Handlers and Approvers.
4. Responsible for the on-boarding and training of CMS Handlers and Approvers. Including maintaining training material.
5. May support various CX projects and initiatives to drive improvements to CX.

Required Skills:

KNOWLEDGE, SKILLS, AND ABILITIES:

1. Bachelor degree within management, business, or finance, is preferred or equivalent experience.
2. Minimum 1-3 years of related prior work experience is required (bank or financial services industry is not required, but preferred).
3. Working knowledge of federal and state regulations for financial services industry
4. Ability to support CX strategies, objectives and policies that will achieve successful management and governance.
5. Ability to communicate effectively both verbally and in writing with skill in preparing clear written deliverables and presentations.
6. Advanced skills with Microsoft PowerPoint, Word, and Excel.
7. Working knowledge of data management and an understanding of how to aggregate and analyze data that is needed to create reports and assist management in decision making.
8. Desire to learn and understand processes with an ability to translate what is learned into actionable tasks, recommendations, and output.
9. Ability to demonstrate effective organization, critical thinking, analytical and problem-solving skills with flexibility in a continually changing environment.
10. Ability to demonstrate initiative to accomplish work objectives independently with effective time management skills and ability to manage multiple tasks with exacting deadlines in a fast-paced environment.
11. Ability to work effectively in a team environment and champion new ideas and approaches throughout the organization.

SPECIFIC PHYSICAL REQUIREMENTS:

Work requires reasonable mobility in and around the work area.  Ability to use standard computer and phone systems is required

 

WORKING CONDITIONS:

Normal office environment where there is almost no discomfort due to temperature, dust, noise, or other disagreeable elements.

 

Work includes little or no potential exposure to hazardous conditions.

 

Must be able to travel to remote company and/or client locations.

 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Compensation Information:

At Sandy Spring Bank, compensation is one part of our total rewards package. Compensation within the range will depend on your skills, qualifications, education, experience, and location. Additionally, full-time and part-time positions may be eligible to participate in department or company-wide incentive plans.

Additional Information:

Sandy Spring Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

 

If you require a reasonable accommodation to apply for a position, please call our job line at 1-800-399-5919 and select option 5. Requests are considered on a case-by-case basis.

 

Sandy Spring Bank partners with various job boards to advertise our openings. Please visit our website, www.sandyspringbank.com to confirm the validity of the job posting to avoid any potential fraudulent activity. We encourage and recommend all candidates to apply via our website.