Senior Escalation & Complaint Resolution Specialist

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

Job summary

Flagstar Bank is seeking an OOTP Complaint Resolution Consultant in Troy, MI to manage the bank’s highest-level escalated complaints. The role requires coordinating with regulators, stakeholders, and cross-functional teams to investigate, resolve, and report sensitive cases that affect client trust and institutional reputation.

The position emphasizes strong written and verbal communication, policy improvement recommendations, and diligent case management within internal SLAs.

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.
• Govern complaint intake sources including email and complaint portals; handle escalated contacts via multiple channels.
• Partner with business partners to diagnose and resolve issues, conduct root cause analysis, and ensure accuracy and accountability.
• Deliver complaint resolutions verbally and in writing with empathy and professionalism, aligned with premier client experience.

Skills

Customer service

Complaint handling

Business writing

Education

High School or GED

Tools

CRM Tools

Job description

Flagstar Bank is seeking an OOTP Complaint Resolution Consultant in Troy, MI to manage the bank’s highest-level escalated complaints. The role requires coordinating with regulators, stakeholders, and cross-functional teams to investigate, resolve, and report sensitive cases that affect client trust and institutional reputation.

The position emphasizes strong written and verbal communication, policy improvement recommendations, and diligent case management within internal SLAs.