• Sr Complaint Coordinator

    EverBank (Jacksonville, FL)


    Sr Complaint Coordinator

     

    The Senior Complaint Coordinator is responsible for providing a high level of customer service in the case of escalated or red-flagged questions, comments and complaints regarding the company's products or services to improve the performance of the Customer Service department. Through effective monitoring, this job supports the management of the first lines of support for difficult and complex problem resolution. Under limited supervision, the Senior Complaint Coordinator ensures that all specialists provide positive customer experience and enhance relationships between consumers and the company.

    Key Responsibilities and Duties

    + Reviews escalated customer complaints to determine validity, risk and cause of the complaint.

    + Audits consultant phone calls, documentation and interaction records to assure firm’s compliance to industry regulations and standards.

    + Collaborates with a variety of departments including legal, payment operations, IT and contract maintenance to correct and restore client account to proper status.

    + Oversees that all complaints and corrections have been properly documented for FINRA review.

    + Reviews error reports to track the source of the error and the affected budget.

    + Recommends solutions to management to prevent future errors by team members or processes.

    + Provides guidance to Complaint Coordinators to ensure customer service is delivered in a timely, efficient and knowledgeable manner.

    Educational Requirements

    + University (Degree) Preferred

    Minimum Qualifications

    + 2+ years of experience handling written and verbal complaints from clients within the Banking industry

    Preferred Qualifications

    + 3+ years of recent experience handling complaints from clients within the Banking industry.

    + Ability to handle written and oral (CE) complaints

    + Audit experience, highly preferred

    + Great written and verbal communication skills

    Role Specific Work Experience

    + 2+ Years Required; 3+ Years Preferred

    Physical Requirements

    + Physical Requirements: Sedentary Work

     

    Career Level

    6IC

    Hours of work: 8am – 5pm, Monday – Friday

     

    Posting end date: 10/17/2025

     

    Job Seeker Notice

     

    EverBank, N.A. is a nationwide specialty bank providing high-value products and services to consumer and commercial clients nationwide. As a pioneer in online banking, we offer convenient digital access for clients 24/7, in addition to phone banking services and a network of financial centers.

     

    The Company's commitment is to deliver to our clients high-performing, high-yield solutions backed by exceptional service, always giving them the advantage they expect, to make the most of their money.

     

    VEVRAA Federal Contractor

     

    Member FDIC

     

    Notice to Job Seekers (https://everbank.com/about/careers/notice-to-job-seekers)

     

    **Pay Range** $25 - $31

     

    EverBank, N.A. is an equal opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, EverBank expressly prohibits discrimination, harassment and retaliation based on protected characteristics such as race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy, sexual orientation, gender, gender identity, gender expression, transgender status, marital status, national origin, ancestry, physical or mental disability, genetic history and information, or military or veteran status. Providing a safe, inclusive environment is a priority at EverBank and, consistent with that mission, EverBank considers all qualified applicants for employment regardless of protected status.

     

    We will not discharge or in any other manner discriminate against associates or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another associate or applicant. However, associates who have access to the compensation information of other associates or applicants as a part of their essential job functions cannot disclose the pay of other associates or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by us, or (c) consistent with our legal duty to furnish information.