Strategic Complaint Resolution Specialist

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

Job summary

Flagstar Bank in Troy, MI, seeks an OOTP Complaint Resolution Consultant to handle the bank's highest level escalated matters, including accounts, products, platforms, and experiences. You will serve as the final escalation point, addressing inquiries from regulators, oversight bodies, and leadership with discretion and precision.

You will oversee intake, investigation, resolution, response, and reporting of escalated complaints, coordinating across departments and partnering with Client

Qualifications

• Two+ years in customer service and/or complaint handling.
• Two+ years in a financial services role.
• Two+ 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 and accept escalated contacts through multiple channels.
• 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
• 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 timeframes
• Support internal and external audit requests related to complaint management

Skills

Customer service

Complaint handling

Financial services

Business writing

Regulatory knowledge

CRM Tools

Microsoft Office

Spanish bilingual

Education

High School / GED

Undergraduate degree preferred

Tools

Microsoft Dynamics

Salesforce

Job description

Flagstar Bank in Troy, MI, seeks an OOTP Complaint Resolution Consultant to handle the bank's highest level escalated matters, including accounts, products, platforms, and experiences. You will serve as the final escalation point, addressing inquiries from regulators, oversight bodies, and leadership with discretion and precision.

You will oversee intake, investigation, resolution, response, and reporting of escalated complaints, coordinating across departments and partnering with Client