Senior Customer Advocate

The Senior Customer Advocate serves in The Office of the President as a lead role in representing the bank's customers, individually and holistically, and ensuring both proactive and reactive advocacy in the pursuit of the ultimate customer experience. This position requires strong business acumen, steady leadership, adaptive communication skills, and the ability to mediate conflict and promote loyalty across the customer and teammate population.

Position Accountabilities

• Serves as the senior advocate within the Office of the President, providing guidance and leadership to the team. Mentors and leads as a role model of providing customer and teammate centric solutions.
• Works closely with Business Line Experience and other members of the Customer Experience Team in supporting and advocating for actionable change and improvements.
• Serves as liaison for customer escalations throughout the organization. Assists teammates in resolving complex, multi-department customer issues and sees through to completion.
• Handles executive escalations and Office of the President inquiries for members of the Executive Leadership Team. Conducts research, completes resolutions, and works with each respective executive on his or her style of customer response.
• Acts as lead teammate for the company's Better Business Bureau (BBB) relationship, including complaints, reviews and monitoring for profiles of affiliated businesses of the holding company.
• Manages the team's social media responsibilities, and actively monitors all social platforms and online reputational sites through software and responds to complaints, questions or compliments quickly.
• Owns the Involuntary Account Closure (IAC) process for the enterprise, and ensures adherence to IAC policy and procedure.
• Assists or takes ownership of OOTP escalations routed by the Customer Advocate.
• Supports the complaint management system (complaints and expressions of dissatisfaction). Responsible for reviewing for past due events, records completion, and enterprise usage in coordination with Compliance/Risk.
• Partners closely with Compliance, Risk and Legal teams in the resolution of enterprise experience issues.
• Assist with customer communications, both individually and collectively, during identified events.
• Leads OOTP Office Hours for the organization to assist AUB teammates with complaint management or other customer experience needs.
• Own and develops OOTP and complaint management system training, and provides updates and additions as needed, including during M&A and conversion events.
• Provide field-based support and training as needed to support the enterprise.
• Special projects as needed and assigned.

Organizational Relationship

This position reports to the Manager of the Office of the President

Position Qualifications

Education & Experience

• Bachelor's Degree or equivalent work experience preferred.
• A minimum of 2-4 years banking experience.
• A minimum of 3 years customer service experience.

Knowledge & Skills

• Exceptional customer experience focus and a passion for serving others. Demonstrates a constant empathetic approach with customers and teammates, including those with whom you disagree.
• Provides steady guidance, mentorship, and coaching to fellow team members and works to transfer knowledge and expertise.
• Able to vocalize authority and execution in situations of varying teammate levels and empowerment.
• Enjoys taking the initiative on challenging situations and turning them into winning outcomes.
• Proven abilities in creative problem solving, influence & negotiation, and creating collaborative resolutions across all levels of management.
• Thrives under pressure and ambiguity and able to maintain a calm demeanor with any audience.
• Keen understanding of what can be negotiated and what cannot within a financial organization.
• Fast learner who must often independently source information and solutions quickly.
• Strong understanding of bank products, services, policies and customer utilized systems.
• Excellent verbal and written communication skills
• Comfortable and savvy with difficult situations, confrontation, and complex personalities.
• High attention to detail, thorough to completion, and excellent organizational skills.
• Experience with Microsoft Office, Adobe Acrobat and social media platforms such as Facebook, Twitter, Instagram, LinkedIn and Google.

Salary offered will be based on several factors including but not limited to education, work experience, certifications, etc. This position is also eligible to participate in either an applicable incentive compensation plan for the position or a discretionary profit sharing bonus program. General information on our comprehensive benefits package can be found by visiting https://www.atlanticunionbank.com/about/careers/benefits.

We are proud to be an Equal Employment Opportunity employer. We maintain a drug-free workplace.