Fraud & Complaint Escalation Investigator

Qcells; San Francisco (CA); Hybrid; USD 72,000 - 102,000; Full time

Job summary

Hanwha Q CELLS America Inc. in the San Francisco Bay Area seeks a Complaint & Fraud Escalation Specialist to oversee investigations and resolutions of high‑risk customer issues within risk management.

You will partner with Compliance, Legal, Operations, Sales and Installer Risk, document cases in Salesforce, and drive improvements to escalation workflows while maintaining regulatory and policy compliance.

Qualifications

• Bachelor's degree or equivalent experience with 5+ 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.

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.

Skills

Complaint escalation

Dispute resolution

Investigations

Regulatory compliance

Independent judgment

Written communication

Cross-functional collaboration

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

LexisNexis

CRM platforms

Microsoft Office

Microsoft Forms

Job description

Hanwha Q CELLS America Inc. in the San Francisco Bay Area seeks a Complaint & Fraud Escalation Specialist to oversee investigations and resolutions of high‑risk customer issues within risk management.

You will partner with Compliance, Legal, Operations, Sales and Installer Risk, document cases in Salesforce, and drive improvements to escalation workflows while maintaining regulatory and policy compliance.