Banking and wealth management firm MyState has created a customer advocate role in an effort to better promote customer interests and deal with complaints.
In a statement last week, MyState announced that Melanie Rottier will take up the newly created position in the bank and will be responsible for reviewing disputes escalated by MyState Bank customers and advocating customer interests.
MyState said the customer advocate role will operate independently from the bank’s existing complaints resolution process.
Ms Rottier joined MyState in 2008 and has held managerial roles in both the retail and the operational sides of the business, MyState said.
“At MyState we understand that banking is central to the biggest decisions many of our customers make. Customers come to us when they want to buy a house, start a business and protect their families. Having a customer advocate, independent from usual processes, will help us have a stronger focus on consistently delivering great customer outcomes,” Ms Rottier said
MyState managing director and chief executive Melos Sulicich said, "Delivering the best banking experience possible to our customers lies at the heart of MyState’s values and we are delighted that Melanie will now be our customer advocate. Her retail and operations experience, strong interpersonal skills and commitment to delivering a positive customer experience make her ideally suited for this role.”
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