OOTP Complaint Resolution Consultant

Flagstar Bank; Troy, Northern (MI, KY); Hybrid; USD 45,000 - 71,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Comprehensive leave program

Job summary

Flagstar Bank, N.A. in Troy, Michigan, seeks an OOTP Complaint Resolution Consultant to handle the bank's highest-level escalated matters, coordinating across departments and interfacing with regulators, executives, and customers.

You will manage intake, investigation, resolution, and reporting of escalated complaints, draft formal responses, and support policy improvements to enhance loyalty and trust. Experience in customer service, financial services, and strong business writing are

Qualifications

• Education levels include high school or equivalent; foreign equivalents acceptable.
• Minimum 2+ years in customer service or complaint handling.
• Minimum 2+ years in financial services.
• Minimum 2+ years of business writing experience.
• Strong communication and analytical skills.

Responsibilities

• Handle escalations from regulators, executives, BBB, and social media with discretion.
• Manage intake from email and complaint portals across channels.
• Work with partners to diagnose issues, perform root cause analysis, ensure accountability.
• Deliver written and verbal resolutions with empathy and clarity.
• Draft formal response letters meeting regulatory requirements.
• Suggest policy and process improvements to improve customer loyalty.
• Document all complaint details in tracking system; manage case worklist; support audits.

Skills

Customer service

Complaint handling

Regulatory knowledge

Communication

Business writing

Cross-functional collaboration

Bilingual Spanish

Education

High School Diploma or GED

Undergraduate Degree

Tools

Microsoft Dynamics

Salesforce

Microsoft Office

Job description

Position Title OOTP Complaint Resolution Consultant

Location Troy, MI 48098

The OOTP Complaint Resolution Consultant is responsible for the resolution of the bank’s highest level of escalated matters, supporting current, former, and prospective clients with complex concerns involving accounts, products, platforms, and experiences. The OOTP Complaint Resolution Consultant serves as the final escalation point, handling inquiries from regulatory agencies, congressional offices, the Better Business Bureau (BBB), Executive Leadership, and social media. The OOTP Complaint Resolution Consultant oversees the intake, investigation, resolution, response, and reporting of escalated complaints. These cases are often high-profile, high-risk, and reputationally sensitive, requiring coordination across multiple departments. In addition, the team partners with our Client Advocacy Analysts to leverage complaint insights, identify issues and opportunities, and improve policies, procedures, and practices that strengthen loyalty, trust, and satisfaction.

Job Responsibilities:

• Handle escalations from regulatory agencies, congressional offices, BBB, Executive Leadership, and social media with discretion and professionalism, balancing risk and reputation while delivering high-level service
• Govern complaint intake sources such as email and complaint portals and accept escalated contacts through multiple channels such as but not limited to email and phone
• Partner with business partners to diagnose and resolve issues, conduct root cause analysis, and ensure accuracy, responsiveness, and accountability
• Deliver complaint resolutions verbally and in writing with empathy, tact, and professionalism ensuring resolution for the client(s) in keeping with the bank’s focus on a premier client experience
• Draft thorough, well-written response letters that reflect a professional tone, meet regulatory requirements, and are clear for clients with varying levels of financial knowledge
• Recommend policy, process, and procedure improvements to strengthen customer satisfaction and loyalty

Case Management & Reporting

• Document all complaint details, contacts, timelines, resolutions, applicable regulations, and supporting materials in the case tracking system for reporting and audits
• Manage a personal worklist of cases, ensuring timely, accurate, and compliant responses within regulatory and internal SLA timeframesSupport internal and external audit requests related to complaint management

Additional Accountabilities

• Performs special projects, and additional duties and responsibilities as required.
• Adhere to assigned work schedules, including all required meetings and events.
• Maintain flexibility to support business needs, including occasional evenings, weekends, and holidays.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings.
• Accountable to maintain compliance with applicable federal, state and local laws and regulations.

Job Requirements

• Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent
• 2+ Years in customer service and/or complaint handling
• 2+ Years in a financial services role
• 2+ Years of business writing experience

Preferred Qualifications

• Education level preferred: Undergraduate Degree (4 years or equivalent)in business administration, communications or a related field
• Experience in regulatory response, executive complaints or consumer advocacy roles
• Strong working knowledge of CRM Tools (Microsoft Dynamics, Salesforce)
• Proficiency in Microsoft Office Suite
• Strong knowledge of financial services, products and compliance requirements
• Bilingual fluency in Spanish

Job Competencies

• Strong verbal and written communication skills, with the ability to explain complex analysis, such as banking regulations and processes in simple, easy to understand language for varied audiences
• Able to deliver a high level of customer service and satisfaction driving continued loyalty to the organization
• Strong analytical skills with the ability to identify patterns, trends, and root causes
• Strong accountability, follow-through and proven success in meeting deadlines and achieving measurable business results
• Ability to balance multiple priorities while maintaining accuracy and attention to detail
• Conflict resolution skills with the ability to maintain professionalism under pressure
• Positive, solutions-oriented attitude in interactions with leaders and peers
• Collaborative mindset, able to partner effectively across teams and functions
• Flexibility to adapt to new tools, processes, and evolving business needs
• Commitment to accuracy, compliance, and ethical decision-making
• Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights.
• Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results.
• Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience.
• Fosters or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders.

No travel requirements

Physical demands (ADA): The job requires a moderate degree of physical exertion and stamina such as standing, sitting, walking, driving or infrequent lifting.

Benefits

• medical
• dental
• vision
• life
• disability insurance
• comprehensive leave program

Pay Range $44,503.50 - $70,574.00

Flagstar Bank, N.A. is based in Hicksville, NY, and at December 31, 2025, had $87.5 billion in assets, $60.7 billion in loans, $66 billion in deposits, and $8.1 billion in total stockholder equity.

We are a leading regional bank with approximately 340 locations, and strong footholds in the greater New York/New Jersey metropolitan region and in the upper Midwest, along with a significant presence in fast-growing markets in Florida and the West Coast.

We are driven by our commitment to partner with our clients to set and reach goals together, helping them to take charge and thrive.

Our focus is on four core lines of business that include Personal, Private, Small Business and Corporate & Commercial Banking.

Flagstar Bank is committed to ensuring that you can successfully engage in our recruiting process.

Equal Opportunity Employer For more Information: EEOC_KnowYourRights Member FDIC/Equal Housing Lender