Senior Complaints Specialist
Investigates escalated and regulated customer complaints, determines remediation, and identifies trends that improve customer outcomes and reduce regulatory risk. Requires financial-services complaint investigation experience and knowledge of consumer protection regulations.
About the job
Responsibilities
- Manage a queue of customer complaints and complete accurate investigations and resolutions within productivity, quality, and regulatory timelines.
- Investigate sensitive, escalated, and regulated complaints; identify root causes and potential customer harm; and determine appropriate remediation.
- Apply consumer protection requirements, including FCRA, UDAAP, FDCPA, and ECOA, to complaint evaluations.
- Produce clear, accurate written complaint responses and maintain supporting documentation.
- Analyze complaint trends and recurring issues to recommend improvements that reduce repeat complaints and customer harm.
- Partner with Operations, Legal, Compliance, Risk, and other teams to strengthen complaint processes, customer experiences, and risk controls.
Requirements
- 1+ year of experience handling regulatory escalated customer complaints in a financial institution, lending organization, or other regulated financial services environment.
- Experience with complaint investigations, documenting findings, identifying root causes, and determining or recommending customer resolutions.
- Experience applying consumer financial regulations to complaint investigations and customer outcomes.
- Knowledge of FCRA, UDAAP, FDCPA, and ECOA.
Nice-to-haves
- CRCM certification.
- Experience supporting auto lending or HELOC products.
- Ability to analyze complaint data and trends and recommend operational or customer experience improvements.
- Ability to partner across Operations, Legal, Compliance, Risk, and Product.
Compensation & Benefits
- Hourly base pay range of $23.41–$31.20 USD, with pay varying by geographic compensation region, skills, experience, and education or training.
- Target bonuses, equity compensation, and benefits including medical, dental, vision, wellness resources, retirement savings with company match, ESPP, paid time off, family and parental leave, income protection, financial wellness resources, and annual wellness and productivity allowances.
Skills
Fcra, Udaap, Fdcpa, Ecoa, Complaint Investigations, Root Cause Analysis, Regulatory Compliance, Consumer Lending, Complaint Resolution, Risk Controls
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