Customer Remediation / Issue Management
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Customer Remediations / Issue Management
Charlotte, NC OR West Des Moines, IA OR Tempe, AZ
12 + Months
Onsite Day 1: Hybrid Model: 3 Days Onsite Per Week!
Top Skills:
Prior Banking Exp
5 years of experience
Worked with SHRP ibefore
Control experience
Issue Management/Customer Remediation
Has built executive facing quality presentations in PowerPoint
Attention to detail
Initiative
Role has continued to evolve.
This team sits towards the start of customer remediation at the intake phase.
Have a 20 day SLA to handle their tasks within the overall 180 day remediation lifecycle.
Another group may identify or vet out issues and gaps in controls and if harm was done to the customer.
They'll have up to 60 days to create an extensive impact document for the case that is passed to this group.
This team is then responsible for gathering info from the LOB to understand impact to the customer.
Assess financial impact, vet out if there was a lack of compliance, creates a presentation for the remediation that others then present to a forum to decide if it needs to proceed further in the remediations process.
Engage downstream partners in the remediation process, engage analysts to help with the analytics portion, package together a document and send it to the teams that will make the customer whole.
Responsible for trailing artifacts that are left from the remediations, adhering to document standards.
This is an intake lead.
They'd average 3-5 active remediations where they've received the paperwork from the referring LOB's and have to work within the 20 day SLA.
Guide the initial teams on how to complete the impact documents that will eventually be passed to them.
Will likely continue to monitor or help prepare another 8 or so cases.
Members of the team are autonomously able to run the pipeline as they see fit.
Attend team calls.
Review the pipeline with the RTM on a weekly basis.
Follow a guide on the steps needing to be completed.
Works with SHRP as the system of record, which regulators will audit.
Presentations are built in a template.
Day to day is mostly repetitive, the nuance is in the complexity of the issue being resolved.
The issues at hand could escalate all the way to the CEO.
Attention to detail is imperative.
Needs to be someone who knows how to take initiative and recognizes the time to pick up the phone vs email.
Should be able to write at an executive level and efficiently summarize in as few words as possible.
About this role:
Seeking a Lead Business Execution Consultant within the Customer Impact Assessment and Resolution Strategies (CIARS) team, a function of Enterprise Complaints and Remediations (ECR).
ECR is an organization that develops and implements consistent standards for remediating customer issues across the client enterprise.
The organization enables more effective and coordinated monitoring, reporting, and stakeholder communications.
Enhancing our practices and outcomes for customers is critical part of building a better company.
In this role, you will:
Partner with cross functional teams to strategize, plan, and execute a variety of programs, services, and initiatives
Drive accountability for assigned initiatives, limit risk exposure, and create efficiencies as appropriate
Review strategic approaches and effectiveness of support function and business performance
Perform assessments through fact finding and data requiring creative approaches to solving complex issues, and develop appropriate solutions or recommendations
Make decisions in highly complex and multifaceted situations requiring solid understanding of business group's functional area or products, facilitate decision making and issue resolution, and support implementation of developed solutions and plans
Collaborate and consult with members of the Business Execution team and team leaders to drive strategic initiatives
Influence, guide, and lead less experienced Strategy and Execution staff within the group
Desired Qualifications:
Issue Management Experience
Customer Remediations Experience
Experience working with the Shared Risk Platform (SHRP), Veritas (Issue Management), and Integrated Remediation Management Tool (IRMT)
Line of Business experience, Consumer, Small & Business Banking, Commercial Banking, Wealth Investment Management, Corporate & Investment Banking, Global Treasury Management
Strong analytical skills with high attention to detail and accuracy
Ability to articulate complex concepts in a clear manner
Highly refined and professional verbal and written communications
Outstanding problem solving and analytical skills with ability to turn findings into strategic imperatives
Superior project management skills including the ability to handle multiple projects concurrently
Ability to synthesize complex analytical findings into executive level communications
Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
Ability to assess current processes/procedures and make recommendations for efficiency
Advanced MS Office (Word, Excel, Outlook and PowerPoint) skills
Ability to partner with Issue Management Liaisons with an emphasis on proactive monitoring and governance in accordance with the issue management policy and procedures.
Ability to operate in a complex, heavily matrixed corporate environment.
Sense of urgency and personal accountability
Knowledge of the financial services industry, products, and regulatory environment.
Excellent organizational and time management skills
Ability to identify root-cause issues/improvement opportunities, and design approaches/programs/products to improve overall quality assurance
Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.
Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit to learn more.
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.
