Fraud & Complaint Escalation Lead

Qcells; Irvine (CA); On-site; USD 79,000 - 94,000; Full time

Job summary

Hanwha Q CELLS America Inc. in Irvine, CA, is seeking a Complaint & Fraud Escalation Specialist to lead investigations of high‑risk customer complaints within the Risk Management team.

You will coordinate with Compliance, Legal, Operations, Sales and Installer Risk to drive timely resolutions and ensure regulatory and policy compliance. The ideal candidate has extensive experience in customer escalations or disputes, strong analytical and written communication skills, and the ability to manage

Qualifications

• Bachelor’s degree or equivalent experience.
• 3–4+ 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 familiarity with regulatory standards.
• Ability to independently manage complex cases with minimal supervision.
• Exceptional written and verbal communication skills.

Responsibilities

• Serve as the primary contact for escalated customer concerns regarding financial agreements.
• Conduct thorough investigations across CRM systems and internal tools.
• Apply policies and regulatory guidance to determine resolutions.
• Collaborate with Compliance, Legal, Operations, Sales, and other teams to drive outcomes.
• Prepare clear, audit-ready summaries for leadership and regulators.
• Maintain accurate case documentation in CRM systems.
• Identify trends and recommend process improvements to reduce escalations.
• Develop escalation workflows and training materials.

Skills

Customer service

Dispute resolution

Investigations

Risk management

Regulatory compliance

Written communication

Verbal communication

Independent judgment

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

CRM platforms

Telephony systems

Microsoft Office Suite

Microsoft Forms

LexisNexis

Job description

Hanwha Q CELLS America Inc. in Irvine, CA, is seeking a Complaint & Fraud Escalation Specialist to lead investigations of high‑risk customer complaints within the Risk Management team.

You will coordinate with Compliance, Legal, Operations, Sales and Installer Risk to drive timely resolutions and ensure regulatory and policy compliance. The ideal candidate has extensive experience in customer escalations or disputes, strong analytical and written communication skills, and the ability to manage