Remote-Eligible Complaint & Fraud Escalation Specialist

Qcells North America; Santa Clara (CA); On-site; USD 79,000 - 94,000; Full time

Job summary

Hanwha Q CELLS America Inc. is seeking a Complaint & Fraud Escalation Specialist to join the Risk Management team in Irvine, CA, or other approved offices.

This role handles complex customer escalations in financial services, coordinating with Compliance, Legal, and Operations to resolve issues while adhering to policies. The ideal candidate has 5+ years in customer service or risk roles and strong investigative and analytical skills, with experience in Salesforce and background research tools.

Qualifications

• Bachelor’s degree or equivalent with 5+ years in customer service, disputes, or risk roles within financial services.
• Strong knowledge of consumer lending practices and regulatory standards.
• Ability to manage complex cases with minimal supervision.

Responsibilities

• Lead investigations of escalated complaints with cross-functional teams.
• Prepare clear, leadership-ready summaries for regulatory inquiries.
• Maintain audit-ready case documentation in CRM systems like Salesforce.
• Identify trends and suggest process improvements to reduce escalations.

Skills

Customer escalations

Dispute resolution

Investigations

Analytical thinking

Written communication

Education

Bachelor’s degree or equivalent

Tools

Salesforce

CRM platforms

Microsoft Office

LexisNexis

Job description

Hanwha Q CELLS America Inc. is seeking a Complaint & Fraud Escalation Specialist to join the Risk Management team in Irvine, CA, or other approved offices.

This role handles complex customer escalations in financial services, coordinating with Compliance, Legal, and Operations to resolve issues while adhering to policies. The ideal candidate has 5+ years in customer service or risk roles and strong investigative and analytical skills, with experience in Salesforce and background research tools.