Any member of the Digital Bank Operations (DBO) or Customer Success (CX) team in contact with a customer expressing a complaint is responsible for recording, acting upon, and communicating to the customer with a resolution on complaints received through the contact channels (i.e., phone, email, online banking, mail). A HubSpot ticket on the customer contact record captures the issue, progress, and resolution of a complaint.
The VP/CX is responsible for the following:
- Complaint and Escalations oversight by ensuring the CX Team
- Recognize when a contact is escalating
- Capture and report complaints accurately
- Understand the three (3) complaint tiers
- Has Complaint Training quarterly
- Analyze and report complaints monthly
- Records in a Hubspot ticket and Complaint – Regulatory Pipeline the regulatory complaints received via the Bank’s Compliance Department
- Investigates each regulatory complaint to determine the root cause
- Attaches the chain of events in the Hubspot ticket
- Provides solutions ongoing to avoid complaints