Senior Banking Complaint Resolution Consultant

Flagstar Bank; Jackson (MI); On-site; USD 45,000 - 71,000; Full time

Job summary

Flagstar Bank seeks an OOTP Complaint Resolution Consultant in Troy, MI to resolve high-level escalated matters across accounts, products, and platforms. You will coordinate with regulators, BBB, executives, and internal teams to protect the bank’s reputation and deliver premier service.

The role oversees intake, investigation, resolution, and reporting of complex complaints, partnering with Client Advocacy Analysts to drive improvements in policies and client experience while maintaining

Qualifications

• Education: High School or equivalent; Foreign equivalent accepted.
• 2+ years in customer service and/or complaint handling.
• 2+ years in a financial services role.
• 2+ years of business writing experience.

Responsibilities

• Handle escalations from regulatory agencies and other authorities with discretion and professionalism.
• Manage intake sources and multiple channels (email, portals, phone).
• Diagnose issues with partners; perform root cause analysis and ensure accountability.
• Draft written responses and policy improvements to enhance customer satisfaction.

Skills

Customer service

Complaint handling

Financial services

Business writing

Education

High school diploma or equivalent

Undergraduate degree

Tools

Microsoft Dynamics

Salesforce

Microsoft Office

Job description

Flagstar Bank seeks an OOTP Complaint Resolution Consultant in Troy, MI to resolve high-level escalated matters across accounts, products, and platforms. You will coordinate with regulators, BBB, executives, and internal teams to protect the bank’s reputation and deliver premier service.

The role oversees intake, investigation, resolution, and reporting of complex complaints, partnering with Client Advocacy Analysts to drive improvements in policies and client experience while maintaining