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Enterprise Client Complaints Program Director

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  • Requisition # 10044945-WD
  • Job Type Day
  • Location San Francisco, CALIFORNIA
  • Other Locations CALIFORNIA-Los Angeles
  • Brand
  • Date Posted 07/21/2021

Your potential. Your opportunity.

Are you passionate about creating an exceptional client experience?

Discover your opportunity with Union Bank®, a division of the Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world. At Union Bank, we have our clients’ best interest in mind and draw on more than 160 years of experience to understand their distinct needs to tailor our solutions. We’re part of 180,000 colleagues around the globe striving to be the world’s most trusted financial group, knowing that trust starts with a culture of putting people first and empowering you to achieve your potential. Join Union Bank, where being inspired is expected and creating results is rewarded.

Some MUFG roles require that individuals be fully vaccinated against COVID-19, subject to medical and/or religious exemptions, if applicable. Should you be selected for an interview, your recruiter will provide additional information.

Job Summary:

o    Reporting to the Head of Client Experience & Client Delivery MD has overall responsibility for the Enterprise Complaints Program across the Americas. This high visibility role will collaborate with critical business partners across the organization to ensure success of the Client Experience program, including the Enterprise Client Feedback program, and ensure sustainability measures are in place, as well as ensure quality service and effective operations support is delivered for all internal clients. 
o    The Director will manage Enterprise client complaints, from capturing, tracking, and reporting. Resolve escalated client complaints, identify, and escalate early trends of pain points and issues to drive continuous improvement of client experience
o    Lead the Client Advocacy program to improve Root Cause analysis identification for client complaints which better supports full client resolution and assists in reducing “repeat” complaints. 
o    Build implement and own client advocacy and outreach program to ensure issues are brought to resolution and reported in alignment with stated rules and regulations.  This includes open MSI/MRA and Self-Identified issues management and remediation

Management or Supervision: Yes

Major Responsibilities:

ECF Program Management

Successfully remediate MRA(s), audit findings and self-identified issues; Manage new identified issues and risks throughout the year in a timely manner. Prepare for and lead all regulatory (CFPB and OCC) formal inquiries and exams into complaints management for the Enterprise with satisfactory rating.
Prepare for and lead MUFG formal risk committee (CRMC, ORMC, ARC, RCoB) updates into the ECF program with satisfactory rating. Ensure alignment with enterprise-wide complaints management policy with satisfactory rating as determined by IAA. Govern the program through effective leadership of the Client Experience Council. Manage the Complaints Management Policy and work with LOBs and risk partners to ensure Enterprise-wide adherence

Client Advocacy/Elevated Complaints Management 

Responsible for providing direct oversight on development, implementation, and sustainability of the Client Advocacy & Solutions Organization. Transform our ability to effectively address complaints, reduce potential issue re-occurrence, provide insights to a client’s full relationship, and reinforce the brand promise at all touchpoints. Drive and execute new initiatives that enables us to better support the bank’s new client segment-based strategy and to become a best-in-class service provider, as well as drive the importance of the client experience throughout all channels and business lines in the Regional Bank, including PurePoint. Achieve RB OKR tied to NPS and OSAT.

Escalations and Remediation

Manage team productivity to ensure 95% goal on Complaint Quality Monitoring is met, ensuring that client escalations are resolved, and relationships are retained. Directly manage and respond to all Executive (ECA)/CFPB/Board of Directors remediation within established SLA’s.  Consistently meet established 90% service level agreement for processing complaints. Act as bank-wide resource, providing guidance, support, conflict resolution and training to offices/departments in handling complex and/or particularly 

Ensure Client Centricity is a top priority by enhancing client support while simplifying our operating model and internal processes 

Redefine and optimize business model, focusing on a Core / Non-Core approach centered around clients and strategic growth areas. Focus on core elements of Americas’ client segments, including market share growth in Commercial Banking, Business and Small Business, Consumer Lending, Wealth Management and Community Banking. Cross collaborate key business units. Develop simplified go-to-market strategy for priority products, penetration, and capabilities focusing on customer outcomes. Client loyalty and appropriate indexes. Positive rankings in external customer surveys. Implement and progress Union Bank operational strategy and deliver on milestones developed as part of multi-year transition business plan



•    Education, Licensure, Year of Experience (and type of work experience):
•    8+ years of experience in business / sales management.
•    Bachelor’s Degree required; MBA preferred.

Knowledge, Skills, Abilities:

•    Strong, polished, articulate, effective communicator with demonstrated sales and service skills.
•    Strong desire to serve clients in their community.
•    Strong leadership, coaching, sales, and management skills.
•    Excellent listening, communication, and persuasive skills.
•    Knowledge of assigned Market and communities within.
•    FCPM will travel across market geography as necessary to the Financial Centers.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

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