Aditya Aman

Background

About Aditya Aman

Responsible for investigating all aspects of the complaint and responding to the consumers and agencies. These complaints generally comes from non-published channels such as Bank regulatory agencies, Better Business Bureau, attorneys, executive escalations, client transfers and media channels. This includes analysis of issue involved, obtaining necessary documentation and information from other areas or outside entities, analysing the situation to determine if any errors/risks occurred, identifying opportunities for process improvement or customer experience enhancement, determining the root cause of any concerns identified, escalating any issues as necessary. Thoroughly identify consumer concerns within complaint and individually perform the research, root cause and investigation of matters impacting the complaint and Bank operations. Consult with leadership and business partners and external brand partners to obtain necessary information/documentation to verify all processes impacting the complaint were followed properly. Use intelligence gathered from analysis to identify all risks and process improvement opportunities and escalate appropriately. Including risk associated with Unfair, Deceptive or Abusive Acts and Practices, Fair Lending, Customer experience enhancement, error identification and Identify regulatory violations. Based on complete research, prepare a written response to the consumer that address all the concerns of the complaint and action taken by the bank. Assist Senior Leadership with training and provides coaching and feedback to Responders and Coordinators based on case review. Negotiates, facilitates, and presents information in an articulate, professional, and digestible manner. Establish and meets critical deadlines while prioritize multiple activities and complex projects simultaneously. Implement projects effectively to meet milestone dates, utilizing critical thinking skills to help analyze business problems and recommending solutions.