Complaint & Fraud Escalation Specialist

Qcells North America; Santa Clara (CA); On-site; USD 86,000 - 102,000; Full time

Job summary

Qcells North America is seeking a Complaint & Fraud Escalation Specialist to join our Risk Management team. You will oversee investigations and resolutions of complex, high-risk customer complaints escalated beyond frontline support, coordinating with Compliance, Legal, Operations, Sales, Installer Risk, and Technical teams.

The role requires 5+ years in relevant fields, strong analytical and communication skills, and the ability to work in a fast-evolving environment with evolving processes.

Qualifications

• Minimum 5+ years in customer service, dispute resolution, complaints management, investigations, or risk-related roles in financial services or lending.
• Strong knowledge of consumer lending practices and regulatory standards.
• Ability to manage complex cases from intake to resolution with minimal supervision.
• Excellent written and verbal communication, including drafting formal responses.

Responsibilities

• Serve as the primary contact for customers with escalated financial agreement concerns.
• Conduct thorough investigations across CRM systems and internal/external tools.
• Apply policies, regulatory guidance, and risk factors to determine resolutions.
• Collaborate with Compliance, Legal, Operations, Sales, and Risk teams.
• Prepare clear summaries for leadership reviews and regulatory inquiries.
• Maintain audit-ready case documentation in Salesforce or similar systems.
• Identify trends and root causes; recommend process improvements.

Skills

Customer escalations

Dispute resolution

Regulatory compliance

Salesforce

CRM systems

Analytical skills

Written communication

Background research

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

CRM platforms

Telephony systems

Microsoft Office

Microsoft Forms

LexisNexis / background research tools

Job description

POSITION DESCRIPTION

We are looking for a Complaint & Fraud Escalation Specialist to join our Risk Management team to oversee the investigation and resolution of complex, high-risk customer complaints that have been escalated beyond frontline support. This role is responsible for conducting thorough case investigations, coordinating cross-functional resolution efforts, and ensuring regulatory and policy compliance throughout the complaint lifecycle. The ideal candidate will have experience in customer escalations, dispute resolution, or complaints management within financial services or lending environments. This role works closely with Compliance, Legal, Operations, Sales, and Risk teams and requires strong independent judgment and ownership. This position operates in a fast-evolving environment where processes are actively being built and refined. The successful candidate must be highly self-directed, comfortable navigating ambiguity, and motivated to help develop documentation, workflows, and best practices while performing daily casework.

Description

We are looking for a Complaint & Fraud Escalation Specialist to join our Risk Management team to oversee the investigation and resolution of complex, high-risk customer complaints that have been escalated beyond frontline support. This role is responsible for conducting thorough case investigations, coordinating cross-functional resolution efforts, and ensuring regulatory and policy compliance throughout the complaint lifecycle. The ideal candidate will have experience in customer escalations, dispute resolution, or complaints management within financial services or lending environments. This role works closely with Compliance, Legal, Operations, Sales, and Risk teams and requires strong independent judgment and ownership. This position operates in a fast-evolving environment where processes are actively being built and refined. The successful candidate must be highly self-directed, comfortable navigating ambiguity, and motivated to help develop documentation, workflows, and best practices while performing daily casework.
Our position will be based out of one of our offices in Irvine, CA; San Francisco, CA; or Teaneck, NJ, with in-office schedule set at the direct manager’s discretion in accordance with company policy. Remote work may be considered for exceptional cases.

Responsibilities

• Serve as the primary point of contact for customers with escalated concerns regarding their financial agreements.


• Conduct thorough investigations of escalated complaints, including detailed account research across CRM systems, internal tools, and third-party platforms.


• Apply company policies, regulatory guidance, and risk considerations to determine appropriate resolutions.


• Partner cross-functionally with Compliance, Legal, Operations, Sales, Installer Risk, and Technical teams to drive timely and appropriate outcomes.


• Prepare clear, well-documented written summaries suitable for leadership review and regulatory inquiries.


• Maintain accurate, audit-ready case documentation within Salesforce or other CRM/case management systems.


• Identify complaint trends, recurring root causes, and control gaps; recommend process improvements to reduce future escalations.


• Assist in developing escalation workflows, training materials, and documentation in an environment where processes are still being established.

Required Qualifications

• Bachelor’s degree or equivalent experience with a minimum of 5+ years of professional experience, including 3- 4+ years in customer service, dispute resolution, complaints management, investigations, or risk-related roles within financial services or lending.


• Strong knowledge of consumer lending practices and familiarity with regulatory and compliance standards.


• Demonstrated ability to independently manage complex cases from intake through resolution with minimal supervision.


• Strong analytical, investigative, and decision-making skills, including the ability to work with incomplete or evolving information.


• Exceptional written and verbal communication skills, including experience drafting formal responses.


• Proficiency with case management systems (Salesforce highly preferred), CRM platforms, telephony systems, Microsoft Office Suite, and digital tools such as Microsoft Forms.


• Experience conducting research using internal systems and external tools (e.g., LexisNexis or similar background research platforms) preferred.


• Ability to remain calm and effective in emotionally charged or high-risk customer situations.

Preferred Qualifications

• Solar industry or renewable energy experience.


• Experience responding to regulatory body inquiries or formal complaints.


• Bilingual English/Spanish.


• Experience building or refining escalation processes in a developing program environment.

Compensation

In accordance with applicable pay transparency laws, the anticipated annual base salary for this position is:

• Zone 1 (Bay Area, NYC): $86,400 - $102,100


• Zone 2 (CA, NJ, NY): $79,200 - $93,600


• Zone 3 (All others): $72,000 - $85,100

The applicable salary range is based on the employee’s primary work location. Individual compensation will be determined based on qualifications, relevant experience, education, skills, internal equity, and other business-related factors.

Hanwha Q CELLS America Inc. (\\"HQCA\\") is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future.

Physical, Mental & Environmental Demands

To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.

Mobility

Standing
20% of time

Sitting
70% of time

Walking
10% of time

Strength

Pulling
up to 10 Pounds

Pushing
up to 10 Pounds

Carrying
up to 10 Pounds

Lifting
up to 10 Pounds

Dexterity (F = Frequently, O = Occasionally, N = Never)

Typing
F

Handling
F

Reaching
F

Agility (F = Frequently, O = Occasionally, N = Never)

Turning
F

Twisting
F

Bending
O

Crouching
O

Balancing
N

Climbing
N

Crawling
N

Kneeling
N

The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.

• This target salary range is for CA positions only and should not be interpreted as an offer of compensation.

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