Fraud & Complaint Escalation Expert

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

Job summary

Hanwha Q CELLS America Inc. in Irvine, CA seeks a Complaint & Fraud Escalation Specialist to lead investigations and resolutions for high-risk customer complaints within a growing risk management team.

You will coordinate with Compliance, Legal, Operations, Sales, and technical teams, ensuring policy and regulatory adherence. The role requires 5+ years in customer service, disputes, or risk roles within financial services or lending, with strong analytical and communication skills.

Qualifications

• Bachelor’s degree or equivalent with 5+ years in customer service, disputes, or risk roles in financial services.
• Strong knowledge of consumer lending and regulatory standards.
• Ability to independently manage complex cases from intake to resolution.
• Strong analytical, investigative, and decision-making skills.
• Excellent written and verbal communication; experience drafting formal responses.
• Proficiency with Salesforce, CRM platforms, telephony, MS Office, and forms.
• Experience with LexisNexis or similar background research tools.

Responsibilities

• Serve as primary contact for escalated customer concerns on financial agreements.
• Investigate escalated complaints across CRM systems and third-party tools.
• Apply policies and regulatory guidance to determine resolutions.
• Collaborate with Compliance, Legal, Operations, Sales, and Risk teams.
• Prepare written summaries for leadership and regulatory inquiries.
• Maintain audit-ready case documentation in Salesforce or similar systems.
• Identify trends and root causes; propose process improvements.
• Assist in developing escalation workflows and training materials.

Skills

Customer service

Dispute resolution

Investigations

Regulatory compliance

Analytical skills

Written communications

Verbal communication

Salesforce

CRM platforms

MS Office

Education

Bachelor’s degree or equivalent experience

Tools

LexisNexis

CRM platforms

CRM systems

Job description

Hanwha Q CELLS America Inc. in Irvine, CA seeks a Complaint & Fraud Escalation Specialist to lead investigations and resolutions for high-risk customer complaints within a growing risk management team.

You will coordinate with Compliance, Legal, Operations, Sales, and technical teams, ensuring policy and regulatory adherence. The role requires 5+ years in customer service, disputes, or risk roles within financial services or lending, with strong analytical and communication skills.