Associate, Sr. Complaints Specialist (Remote)

JOB SUMMARY:

As a Senior Complaints Specialist, you will own the end-to-end resolution of escalated inquiries and complaints—digging into transaction data, system logs and customer interactions to pinpoint root causes and document every finding with precision. You’ll leverage your deep understanding of our digital platforms, products and regulatory landscape to craft empathetic, professional responses that restore customer confidence while safeguarding the bank’s interests and ensuring full compliance. 

In this role, you’ll be the bridge between our customers and the organization—partnering with product, operations, legal and risk teams to drive rapid, compliant corrective actions and systemic improvements. You’ll communicate clearly and confidently, whether you’re explaining complex application decisioning, guiding customers through money-movement queries or translating feedback into actionable process enhancements. Your insights will help shape policy updates, streamline workflows and elevate the overall customer experience. 

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• • Collaborate with product, operations, technology and back-office teams to extract transaction data, system logs, digital footprints and any supporting documentation.  Conduct in-depth analysis of each complaint to identify root causes, contributing factors and potential system or process gaps. 
  • Serve as the primary point of contact for applicants and customers, by initiating outreach through calls and letters, handling inbound follow-ups on assigned cases, and delivering empathetic, clear and professional communications.  Tailor verbal and written resolutions—using both standardized and custom letters or scripts—to rebuild trust and ensure full understanding of next steps. 
  • Accurately and succinctly record every stage of the complaint lifecycle in the complaint-management system, including research activities, conversation summaries, escalation rationales and final remedies.  Maintain comprehensive, audit-ready case files that support internal quality reviews and external regulatory examinations. 
  • Leverage working knowledge of federal and state consumer-protection laws, rules and regulations—such as UDAAP, ECOA (Reg. B), FCRA (Reg. V), TISA (Reg. DD), EFTA (Reg. E) and others—to validate that proposed resolutions, policy adjustments and goodwill gestures are compliant and align with the institution’s risk appetite. 
  • Monitor defined escalation thresholds and refer complex, high-risk or systemic issues to senior management, legal counsel or specialized investigation teams.  Ensure rapid escalation for any matter with potential regulatory impact or exposure. 

POSITION SPECIFICATIONS

• • 5+ years of hands-on experience resolving customer complaints and delivering exceptional service, ideally within a financial services or digital banking environment. Ideal candidates would also have experience resolving complaints through regulatory agency portals such as FDIC, CFPB and OCC. 
  • A proactive spirit that thrives on building new standards and processes from the ground up. 
  • Comfort and confidence in a fast-paced, ever-evolving workplace—adapt quickly, pivot gracefully and keep momentum high. 
  • Sharp analytical mindset with the ability to connect dots across teams, systems and workflows; adept at conceptualizing root causes and driving cross-organizational solutions. 
  • Excellent verbal and written communication skills, paired with polished presentation abilities that engage stakeholders at every level. 
  • Unwavering integrity and discretion when handling sensitive or confidential information. 
  • Proven track record of turning challenging customer interactions into positive outcomes through empathy, active listening and creative problem-solving. 
  • Clear, concise writing style—capable of drafting professional letters, emails and case notes that guide customers and colleagues alike. 
  • Expert at eliciting detailed information efficiently, synthesizing complex issues and delivering resolutions that leave customers feeling heard and valued. 
  • Strong time-management discipline with the ability to juggle competing priorities, meet deadlines and maintain a healthy complaint-resolution pipeline. 
  • Deep customer service focus, backed by research skills to analyze and respond to moderately complex complaints or inquiries. 
  • Collaborative team player who builds rapport across departments and organizational levels; flexible, adaptable and energized by working toward shared goals.