The Customer Experience and Communications organization seeks to simplify and strengthen customer experiences and build customers’ trust in Chase by communicating effectively, listening to feedback, understanding reasons for dissatisfaction, and identifying opportunities to improve.
The Complaints Management & Oversight group sits within this organization and is tasked with ensuring the management, oversight and understanding of customer complaints received within internal lines of business and external servicing vendors.
The Complaints Systems & Data Oversight Process Manager will provide strategic direction for Chase Consumer and Community Bank complaint systems, including CARE and the Voice of Customer Data Mart (VOC).
Key responsibilities include:
Successful candidates must be able to manage projects, define requirements, identify risks, establish contingencies for potential or real issues, and be able to articulate well-defined solution proposals that have direct impacts on business initiatives.
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