Legal/Agency Complaint Specialist
We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.
Why this job’s a big deal:
Your success will depend on their ability to work independently and with other team members to review customer complaints and activities to ensure compliance with policies and to enhance the customer experience by coordinating with the business lines and /or department to promptly and accurately respond to customer complaints. This individual will collaborate with various business lines and legal teams to provide complaint summaries and provide possible solutions based on business policies and risk.
In this role you will get to:
Work independently and in a team environment on administrative matters regarding complaints and investigations, including triage, records management, quality control reviews and correspondence
Responsible for responding to requests from regulatory agencies
Work closely with all business areas to share complaint outcomes and promptly and accurately respond to customer complaints
Keep complaints database (Jira/Kustomer) updated as soon as information is available and review closed investigations
Analyze data, related documentation, and responses
Review documents in response to internal and external requests that deliver professional customer- orientated resolutions
Make and manage investigative recommendations
Perform communication, and escalation of complaints
Identify trends and root causes of customer complaints and proactively escalate and suggest improvements that can be made to further enhance the customer experience
Analyze customer complaints data for common themes/trends and develop strategic recommendations to the business lines/departments
Act as an escalation point to help resolve complex cases
Who you are:
Minimum 2+ years of experience in Compliance Complaints or equivalent professional experience
Previous experience interacting with Attorneys, AG, or the BBB is a plus
Strong attention to detail, analytical skills, and the ability to interpret new laws and regulations, and communicate effectively both verbally and in writing
Strong research, analytical, and problem-solving skills
Excellent written and verbal communication skills with the ability to summarize complaints, create reports effectively, and interact with a variety of individuals within all levels of the department and organization
Able to meet rigid deadlines both independently and working with a variety of staff
Strong work ethic and meticulous attention to detail
Ability to maintain a high level of confidentiality
Ability to manage multiple and competing priorities
Proficient in Microsoft Office, Email and related programs (Specifically Word, Excel and PowerPoint)
Demonstrate sound work ethic.
Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust.
The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics are essential.
Who we are:
WE ARE PRICELINE.
Our success as one of the biggest players in online travel is all thanks to our incredible, dedicated team of talented employees. Priceliners are focused on being the best travel deal makers in the world, fueled by our passion to help everyone experience the moments that matter most in their lives. Whether it’s a dream vacation, your cousin’s graduation, or your best friend’s wedding – we make travel affordable and accessible to our customers.
Our culture is unique and inspiring (that’s what our employees tell us). We’re a grown-up, startup. We deliver the excitement of a new venture, without the struggles and chaos that can come with a business that hasn’t stabilized.
We’re on the cutting edge of innovative technologies. We keep the customer at the center of all that we do. Our ability to meet their needs relies on the strength of a workforce as diverse as the customers we serve. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.
Priceline is part of the Booking Holdings, Inc. (Nasdaq: BKNG) family of companies, a highly profitable global online travel company with a market capitalization of over $80 billion. Our sister companies include Booking.com, BookingGo, Agoda, Kayak and OpenTable.
If you want to be part of something truly special, check us out!
Diversity, Equity and Inclusion – Our Commitment
Priceline ensures equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by governing law.