Senior Complaints Specialist
Accountabilities: Manage a queue of customer complaints and complete accurate investigations and resolutions within established productivity, quality, and regulatory requirements.
Investigate sensitive, escalated, and regulated complaints, assessing root causes, potential customer harm, and appropriate remediation.
Apply consumer financial regulations and requirements, including FCRA, UDAAP, FDCPA, and ECOA, when evaluating complaints and determining outcomes.
Prepare clear, accurate written complaint responses and maintain thorough documentation supporting investigation findings, decisions, and resolutions.
Analyze complaint data, recurring issues, and trends to identify root causes and recommend improvements that reduce repeat complaints and customer harm.
Partner cross-functionally with Operations, Legal, Compliance, Risk, Product, and other stakeholders to resolve complex customer issues and strengthen complaint processes and controls.
Contribute insights that improve customer experiences and help identify operational or regulatory risks across lending products.
Support a culture of accuracy, accountability, continuous improvement, and customer advocacy within the complaints function.
Requirements:
At least 1 year of experience handling regulatory or escalated customer complaints within a financial institution, lending organization, or another regulated financial services environment, including complaints involving regulators such as the CFPB, BBB, or State Attorneys General.
Demonstrated experience conducting complaint investigations, documenting findings, identifying root causes, and determining or recommending appropriate customer resolutions.
Practical knowledge of consumer financial regulations and the ability to apply regulatory requirements to individual complaint investigations and customer outcomes.
Working knowledge of FCRA, UDAAP, FDCPA, and ECOA.
Strong analytical skills, with the ability to recognize patterns, interpret complaint trends, and translate findings into actionable recommendations.
Excellent written and verbal communication skills, particularly when documenting sensitive issues or explaining complex decisions clearly.
Strong judgment, attention to detail, organization, and the ability to manage competing priorities while meeting regulatory and quality deadlines.
Ability to work independently in a remote, digital-first environment while collaborating effectively across multiple business functions.
Preferred: CRCM certification and/or experience supporting auto lending or HELOC products.
Preferred: Experience partnering with Operations, Legal, Compliance, Risk, and Product teams on complex customer issues and process improvements.
Benefits:
Remote-first work: Work remotely across the United States, with opportunities for periodic team onsites and in-person collaboration.
Compensation: Anticipated U.S. hourly rate of $23.41–$31.20 , with actual pay varying by geographic location, skills, experience, education, and training.
Additional compensation: Target bonus opportunities and annual equity grants for eligible employees.
Retirement: 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually.
Employee Stock Purchase Plan (ESPP): Discounted stock purchase options for eligible U.S. employees.
Healthcare: Comprehensive medical, dental, and vision coverage, plus wellness resources.
Health savings: Employer HSA contributions for eligible U.S. plans.
Financial protection: Life insurance and disability coverage.
Time off: Paid time off, sick leave, and company holidays in accordance with applicable requirements.
Family support: Paid parental and family leave, along with benefits supporting fertility, parenthood, and caregiving.
Well-being: Annual wellness allowance and access to an Employee Assistance Program offering mental health and life-support resources.
Financial wellness: Access to financial planning resources and a financial concierge service for eligible U.S. employees.
Productivity support: Annual productivity allowance to help employees purchase tools and resources needed to work effectively.
Community: Team events, company-wide gatherings, and employee resource groups that encourage connection and inclusion.
Office amenities: Access to onsite perks, including catered meals and stocked kitchens, at available office locations.
How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?
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