BBVA Compass

Customer Experience Spec II or III

Job ID
FLSA Status
EOE Statement
Equal Opportunity Employer - Minority/Female/Disability/Veterans.


Future of Banking

At BBVA, we are working to make banking better for everyone. That is where you come in. We are looking for smart, team oriented people who want to be part of a first-class workforce that gives people the tools they need to meet their financial goals, all while delivering an outstanding client experience.


Learn more below.


What will you be doing?

Engage with First Line of Defense (FLOD) teams to execute onboarding and monitoring in the Complaints Management Program. Assist and consult FLOD and lines of business (LOB) to align complaint handling procedures with the enterprise policy and procedure.  Identify gaps and solutions in processes, systems and reporting.  Maintain and report progress and development through scorecards by scheduling and facilitating requirements meetings and reviews. Coordinate testing with compliance/testing, systems and LOBs. Create or coach others to create complaint reports required to produce actionable solutions.


Typical Job Duties

  • Observe day-to-day operations and review/analyze data, policies and procedures to identify risks and areas of improvement
  • Review and assist with the development of training material for handling, reporting and monitoring complaints with various LOBs
  • Interview LOB team members and compliance SMEs as appropriate to ensure processes are aligned with regulatory and legal requirements
  • Work with other team members to design and create reports that provide actionable information
  • Work with LOB/Audience to identify expected corrective actions such as changes in reporting/metrics, data elements, frequency and audience
  • Work with LOB/Audience to properly align and prepare complaint handling procedures
  • Schedule periodic reviews and maintain communication plan for updates
  • Partner with Compliance to ensure LOB execution
  • Assist in LOB requirements in the enterprise complaint repository with system team(s)
  • Determine correlations between multiple sources of analyzed data and contribute to action plans for improvement
  • Work closely with Compliance and Client Experience team members to ensure the quality of targeted and value-added solutions to improve the Client Experience


What you will bring:

Required skills and experience:

  • 2 years (intermediate to advanced) MS Excel and Pivot Tables
  • Advanced verbal and written communication skills
  • Reporting/data/trending analysis


Preferred skills and experience:

  • Help desk or software application support/implementation experience
  • Banking, Compliance and/or Operation experience
  • Business Analyst or Project Management experience


The best fit for this role will have strong facilitation and communication skills and must be an independent self-starter.  The role requires 80% functional and 20% technical responsibilities.


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