Senior Complaint Resolution Specialist - Financial Services

Flagstar Bank; Hicksville (NY); On-site; 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

Variable incentives

Job summary

Flagstar Bank is seeking a Complaint Resolution Consultant to manage the bank’s highest-level escalated matters, supporting clients with complex issues across accounts, products, platforms, and experiences.

The role serves as the final escalation point, handling inquiries from regulatory bodies, congressional offices, BBB, Executive Leadership, and social media, while driving policy and process improvements to enhance loyalty and trust.

Qualifications

• 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, congressional offices, BBB, Executive Leadership, and social media with discretion and professionalism
• Document all complaint details, contacts, timelines, resolutions, applicable regulations in the case tracking system
• Manage a personal worklist of cases, ensuring timely, accurate, and compliant responses
• Support internal and external audit requests related to complaint management
• Adhere to assigned work schedules, including meetings and events; extend coverage to evenings, weekends, and holidays

Skills

Customer service

Business writing

Regulatory knowledge

Analytical thinking

Collaboration

Education

High School Diploma

Undergraduate degree in business/related field

Tools

Microsoft Dynamics

Salesforce

Microsoft Office

Job description

Flagstar Bank is seeking a Complaint Resolution Consultant to manage the bank’s highest-level escalated matters, supporting clients with complex issues across accounts, products, platforms, and experiences.

The role serves as the final escalation point, handling inquiries from regulatory bodies, congressional offices, BBB, Executive Leadership, and social media, while driving policy and process improvements to enhance loyalty and trust.