AVP, Complaints Manager at Wintrust Financial Corporation in Rosemont, Illinois

Job Description:

Wintrust is a financial holding company with approximately $50 billion assets under management and traded on the NASDAQ:WTFC. Built on the "HAVE IT ALL" model, Wintrust offers sophisticated technology and resources of a large bank while focusing on providing service-based community banking to each and every customer. Wintrust operates fifteen community bank subsidiaries with over 170 banking locations in the greater Chicago and southern Wisconsin market areas. Additionally, Wintrust operates various non-bank business units including commercial and life insurance premium financing, short-term accounts receivable financing, out-sourced administrative services, mortgage origination and purchase, wealth management services and qualified intermediary services for tax-deferred exchanges.

Why join us?

• An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 10 years) and Employee Recommended award by the Globe & Mail (past 6 years).




• Competitive pay and discretionary or incentive bonus eligible.




• Comprehensive benefit package including medical, dental, vision, life, a 401k plan with a generous company match and tuition reimbursement to name a few




• Promote from within culture.

Why join this team?

• Hybrid Work Schedule – Split your time working remotely and at our Corporate Headquarters in Rosemont, IL.




• We foster an inclusive environment for an individual to grow and work independently.




• Wintrust has a great compliance culture that comes from the top.




• Gain experience and further your career by joining a growing organization.

Position Summary

The Manager – Complaint Program leads our Mortgage and Retail Complaints Teams and is responsible for oversight of teams managing customer complaints relating to Wintrust’s family of community banks and mortgage company. Our goal is to ensure that customers receive a prompt and transparent response to their concerns (customer service excellence) while understanding that issue identification and resolution (compliance risk) is essential for an effective Complaint Management Program. This position resides within our Fair & Responsible Banking Department, which has oversight of our Complaint Management Program.

What You’ll Do

• Manage the centralized complaints teams for 15 charter banks and the mortgage company. This includes providing guidance and training to the teams on risk and root cause analysis, reviewing and guiding their work, and editing their writing to ensure that complaints are investigated, logged, and responded to timely, accurately, and in accordance with policy and procedures.




• Work proactively with business lines and partners to ensure complaints team has access and resources necessary to investigate complaints, identify consumer compliance risk, and work complaints to a complete resolution in a timely manner, including escalation of issues as needed. (As a member of the team, you will directly assist with more complex complaints, including complaints involving material UDAAP or fair lending risk.)  




• Maintain professional and collaborative communication and provide guidance and assistance to partners across the enterprise on complaint management. This includes management across 15 community banks and mortgage company, as well as individuals handling complaints for lines of business outside of centralized teams (such as vendor, premium finance, and investment complaints) to ensure consistency of approach and smooth cross-department cooperation.




• Identify and lead implementation of enterprise-wide efficiencies in the complaint management program and keep policies, procedures and job aids up to date.




• Act as lead partner with SME Compliance to resolve Retail Banking and Mortgage compliance risk issues that are identified through complaints.




• Manage the complaint trend and reporting function to generate timely and accurate complaints risk reporting, as well as timely meet all internal requests for complaint logs, risk trends and analysis.




• Become a subject matter expert in/maintain expertise in retail deposit, consumer and commercial lending, and mortgage compliance in order to provide risk guidance and training to teams handling complaints and to improve outreach to business line partners. 

Qualifications

• Bachelor’s degree required, CRCM preferred




• 5+ years of experience with a bank or other financial institution, preferably in a complaints, risk or operations position, and with some management experience.




• Exceptional writing and editing skills, with an ability to explain banking terms, requirements, and complex processes in in terms understandable to customers.




• Excellent time management, problem solving and analytical skills, including a proven ability to thrive in unfamiliar situations




• Good understanding of retail banking and mortgage, both front line and operations

Benefits

Medical Insurance • Dental • Vision • Life insurance • Accidental death and dismemberment • Short-term and long term Disability Insurance • Parental Leave • Employee Assistance Program (EAP) • Traditional and Roth 401(k) with company match • Flexible Spending Account (FSA) • Employee Stock Purchase Plan at 5% discount • Critical Illness Insurance • Accident Insurance • Transportation and Commuting Benefits • Banking Benefits • Pet Insurance

#LI-HYBRID

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From our first day in business, Wintrust has been proud to serve a variety of unique communities and people from all walks of life. To be Chicago’s Bank® and Wisconsin's Bank®, we need to reflect that diversity both in all the communities we serve, the people we employ, the organizations we work with, and our banking and lending practices. Wintrust Financial Corporation, including community banking and financial services subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran or any other characteristic protected by law.