Customer Advocate

The Customer Advocate serves a critical role within the Office of the President, 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, adaptive communication skills, and the ability to mediate conflict and promote loyalty across the customer and teammate population.

Position Accountabilities

• Independently manage all CX email channels, including OOTP, Customer Advocate, and Merger Questions, and the appropriate routing of inquiries, while meeting established SLAs and executive turnaround times.
• Serve as the voice of the bank when monitoring and responding to reviews in digital spaces, including Google Reviews, Google Play, Apple Store, Wallet Hub, and Facebook Reviews.




• Monitor and respond in digital lending feedback channels, including Zillow and Experience.com.
• Monitor and respond in digital professional channels, including Glassdoor and Indeed.




• Ownership and entry of all complaints and dissatisfactions into the complaint management system that stem from the monitoring of the above channels.
• Serve as point of contact and owner of all Marketing Research survey responses where customers are seeking complaint management and response.
• Drives the improvement of complaint management system SLAs, case closure rates, sign offs, and record completeness across the enterprise.
• Responsible for tag review and correction for all complaint management system cases across the enterprise as a part of established case review.
• Responsible for review and correction of all Compliance related complaint management cases, ensuring tag and advisor statuses comply with established policy and procedure.
• Responsible for validation and review of all monetary credit entries within complaint management cases.
• Assist Senior Customer Advocates with case research and resolution, as requested.
• Assist enterprise users of the complaint management system with questions and troubleshooting.
• Assist with customer communications, both individually and collectively, during identified events.
• Special projects as needed and assigned.

Organizational Relationship

This position reports to the Manager of the Office of the President

Position Qualifications

Education & Experience

• Bachelor's Degree or equivalent work experience preferred.
• A minimum of 3 years customer service experience.
• A minimum of 2 years banking experience.

Knowledge & Skills

• Exceptional customer experience focus and a passion for serving others.
• Enjoys taking challenging situations and turning them into winning outcomes.
• Proven abilities in creative problem solving, negotiation and collaborative resolutions across all levels of management.
• Strong understanding of bank products, services, policies and customer utilized systems.
• Excellent verbal and written communication skills and comfort with difficult situations and complex personalities.
• High attention to detail and excellent organizational skills.
• Experience with Microsoft Office, Adobe Acrobat and digital platforms such as Google Applications, Facebook, and LinkedIn.

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.