- Develop and manage a comprehensive retail redress and remediation strategy that aligns with regulatory requirements and company values.
- Lead cross-functional teams to identify the extent of customer harm or non-compliance of identified issues through data analysis, audits, customer feedback or other means.
- Design and implement processes for investigating, validating, and resolving high priority, high visibility and/or complex customer complaints and issues.
- Ensure the appropriate staffing and engagement of business SMEs and risk and compliance stakeholders to deliver and execute aligned projects.
- Provide expert leadership and oversight to highly complex, visible and/or large remediation programs and bring successful completion on time, within estimated budget and with risk events / issues successfully remediated, with customer restitution completed.
- Manage vendor relationships as needed, contract negotiation and reconcilement of vendor invoices and hold vendor and internal teams accountable to cost / schedule / quality deliverables. Risk Management
- Work with FLOD Retail Risk and Controls to build and maintain detailed reports that document the findings of remediation activities, actions taken, and recommendations for preventing future issues for large/complex/significant issues; develops and maintains all artifacts in adherence to all standards, policies and procedures.
- Provide expert risk management guidance to the team to address not only risks to be remediated but alleviating new risks from being created as a result of customer restitution and remediations actions.
- Ensures adherence to all government, corporate and department standards, policies and procedures in all technical artifacts, tasks and decisions across all teams.
- Drives transparency in the redress process, cultivating an environment of trust and respect with both customers and employees.
- Works closely with the communications department to craft clear, empathetic messaging to both internal and external stakeholders. Financial Management
- Ensure teams develop and manage to the financial budget and schedule established for individual projects within the program.
- Employ expert financial acumen with proper financial forecasting and create financial reports for executive leadership communication.
- Review and approve the program budget updates and maintenance.
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Consumer Customer Restitution and Remediations Leader - Farmington, United States - Comerica Bank
Description
Job Description
Consumer Customer Restitution And Remediations Leader The Consumer Customer Remediations and Remediations Leader is responsible for overall Line of Business leadership and execution of Restitution and Remediations for consumers, inclusive of Retail Banking, Small Business Banking, Retail Business Services, Sales and Enablement and Retail Risk Services and other areas providing consumer services. Regularly communicates and coordinates with Line of Business leadership, enterprise leadership, risk leadership and all stakeholders. Customer Restitution: Focuses on establishing and executing Customer Restitution activities in a consistent and controlled manner, ensuring they are identified, documented, executed and completed in alignment with corporate standards and regulatory requirements. Takes action to direct the identification of risk event root cause, plans to remediate recurring issues and customer restitution / reimbursement of issues and risk events. Takes program learnings and insights and applies them to Retail Bank products, processes and interactions in order to assure sustained execution and improve the overall risk posture of the Line of Business. Risk Remediation: Provides executive program leadership and oversight to remediation initiatives of high complexity, requiring the support and participation of many cross-fuctional partners. Provides expert leadership, instruction, and direction to all team members as they complete their responsibilities and ensures direct reports are holding respective teams to the same standards and in a consistent manner across the business. Position responsibilties Customer Restitution and Remediations
