Fraud & Complaint Escalation Specialist

Qcells

Teaneck Township (NJ)

Hybrid

USD 79,000 - 94,000

Full time

4 days ago

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Job summary

Hanwha Q CELLS America Inc. seeks a Complaint & Fraud Escalation Specialist to lead investigations of high‑risk customer disputes within its Risk Management team and coordinate cross‑functional resolutions.

This role demands independent judgment, strong documentation, and adherence to regulatory and policy standards across CRM systems. Based in one of our US offices (Irvine, CA; San Francisco, CA; or Teaneck, NJ) with in‑office schedule at the manager’s discretion and possible remote

Qualifications

Bachelor’s degree or equivalent with 5+ years in customer service or investigations.
Strong knowledge of consumer lending practices and compliance standards.
Independently manage complex cases from intake to resolution with minimal supervision.
Excellent written and verbal communication, including formal responses.

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 appropriate resolutions.
Partner with Compliance, Legal, Operations, Sales and Risk teams to drive outcomes.
Prepare clear, audit-ready summaries for leadership and regulators.
Maintain accurate case documentation within Salesforce or other systems.
Identify trends and gaps; suggest process improvements to reduce escalations.
Help develop escalation workflows and training materials.