General Description

•    This position requires support in the overseeing and managing of Popular, Inc.’s consumer complaints management-related processes across the Corporation.  
•    The role involves providing support to business and support units in managing complaint trends or regulatory compliance issues identified as a result of complaint analysis by ensuring proper completion of root cause analysis, review and approval of Corrective Action and Remediation plans to mitigate regulatory risk and facilitate timely completion of plans, among others. 
•    The position also requires the preparation of accurate and thorough reporting materials to management of data and issues attained from complaints.  
•    This role requires supervising employees to provide support in complaint analysis and managing complaint related issues. 
 

Essential Duties & Responsibilities

•    Supervise and ensure data submitted by business and support units related to complaint trends or complaint related issues is complete and complies with program requirements, track responsible units’ completion of pending action deadlines, facilitate discussions with stakeholders in furtherance of resolving and mitigating regulatory risk identified, promote and facilitate the timely closure of trends or complaint related issues. 
•    Gather, analyze and discuss with Complaints Program Supervisor information and data statistics on complaints and FCRA credit disputes in order to address matters that require attention with responsible stakeholders.  
•    Supervise and address inquiries from compliance officers related to complaint analysis, complaint documentation, complaint related requests and any other additional matters that may arise in furtherance of ensuring compliance with the complaint management and escalation processes across the corporation. 
•    Complete quality review of escalated complaint data from businesses and support units, as well as analysis performed on said data, in order to corroborate the integrity and adequacy of complaint data. 
•    Support the Complaints Program Supervisor in preparing, compiling and coordinating reports, working papers, presentations and Committee reports.
•    Support the Complaints Program Supervisor in preparing, collecting and drafting narratives or reports to respond in a timely fashion to all information requests in connection with Regulatory Agency. 
•    Support the Complaints Program Supervisor in preparing, collecting and drafting narratives or reports to respond in a timely fashion to all information requests in connection with Internal Audit and other testing and assessment examinations. 
•    Support the Complaints Program Supervisor in the timely investigation, analysis and resolution of complaints received from regulatory agencies. 
 

Education

Bachelor’s Degree required. Juris Doctor, CRCM or PMP preferred.

Experience

At least 5 years of related work experience.

Other Qualifications

•    Must have excellent written and oral communication (Spanish and English) and interpersonal skills to manage expectations of senior business stakeholders.
•    Must perform in a high-energy, fast paced environment with tight deadlines.
•    Must have strong analytical and critical thinking, as well as problem-solving skills, including the ability to analyze risk mitigation approaches.
•    Must have at least 5 years of experience, including strong drafting skills.
•    Must have the ability to support the development, implementation and execution of high impact business transformation strategies.
•    Must have the ability to collaborate effectively as part of a wider team.
•    Must have the ability to supervise others, be process driven, and have high attention to detail.
•    Ability to manage high volume of tasks and deadlines and to deliver results under pressure.
 

Values