Customer Experience Advocate

This is a fully remote position, open to applicants in Florida, +3 more states.

📋 Description

• Collect and evaluate client feedback from call centers, bank branches, the Office of the President, and third-party vendors.

• Create and disseminate both regular and unique dashboards, reports, and written summaries that emphasize client insights.

• Detect trends, service recovery requirements, and potential compliance risks, promptly communicating findings to stakeholders.

• Assist with internal and external audit requests concerning complaints.

• Monitor planned and unplanned events to provide context for client feedback and complaint volume.

• Conduct ad hoc data analyses to inform business decisions.

• Organize and lead monthly cross-departmental meetings focused on complaint mitigation.

• Track and follow up on action items and initiatives aimed at improving experiences, escalating issues as necessary.

• Suggest updates to policies, procedures, and processes based on client data and trends.

• Oversee and report on progress related to customer experience initiatives.

• Support the bank’s Enterprise Complaint Management program through training teammates, updating tools and resources, and documenting issues.

• Undertake special projects and additional responsibilities as required.

⛳️ Requirements

• High School diploma / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent.

• A minimum of 2 years in client service and/or contact center roles.

• At least 2 years of experience in business writing, reporting, and data analysis.

• Background in financial services, banking, or client advocacy positions.

• Strong working knowledge of CRM tools (e.g., Microsoft Dynamics, Salesforce).

• Familiarity with data visualization platforms (e.g., Tableau, PowerBI).

• Proficient in Microsoft Office Suite.

• Understanding of audit, compliance, or regulatory reporting requirements.

• Excellent verbal and written communication skills, capable of explaining complex analyses to diverse audiences.

• Strong analytical abilities to identify patterns, trends, and root causes.

• Capacity to manage multiple priorities while ensuring accuracy and attention to detail.

• Conflict resolution skills, maintaining professionalism under pressure.

• Flexibility to adapt to new tools, processes, and changing business needs.

• Dedication to accuracy, compliance, and ethical decision-making.

• Ability to build and sustain effective relationships with stakeholders and clients.

• Compliance with regulatory policies and applicable laws.

• Willingness to work assigned schedules, including occasional evenings, weekends, and holidays.

• Moderate physical exertion and stamina, including standing, sitting, walking, driving, or infrequent lifting.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Disability insurance.

• Comprehensive leave program.

• Potential for variable incentives, bonuses, commissions, or other awards as part of total compensation.