Senior Customer Advocate (Hybrid : Richmond, VA)

Description

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

Knowledge & Skills

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.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.