• Respond to and resolve customer complaints received via phone, email, social media, digital platforms, senior and executive leadership, and other highly regulated channels • Conduct thorough investigations by gathering information from internal systems, management, frontline teams, and customers • Utilize de-escalation techniques to manage sensitive or high-risk interactions • Foster positive relationships, strengthen trust, and loyalty • Research, investigate, and respond to customer escalations received through regulatory agencies, management, social media, and other channels • Track, categorize, and analyze complaint data to identify patterns and emerging risks • Coordinate with Digital Banking and enterprise teams to implement corrective actions when needed • Recommend process improvements, policy updates, and customer experience enhancements • Deliver consistent, empathetic, and solution-oriented service across all channels • Remain current on organizational policies, procedures, and all applicable laws and regulations to ensure compliance and recommend operational updates as needed • Accurately document complaints, investigations, and resolutions in a complaint management system • Support internal audits and regulatory examinations by maintaining organized and clear records.