Complaint Resolution Specialist

Description

The Complaint Resolution Specialist is responsible for managing assigned customer complaints from intake through resolution by following established company policies, procedures, and service standards. This role serves as the primary point of contact for complaint cases, coordinating with customers, contractors, Account Managers, Compliance, Operations, and other internal departments to gather information, document findings, communicate updates, and facilitate timely resolution. 

Responsibilities include researching complaint details, reviewing account and project documentation, maintaining accurate case records, monitoring follow-up activities, and ensuring complaints are resolved in accordance with company guidelines and service level expectations. The position handles a variety of customer concerns, including contractor performance, billing, funding, communication, and project-related issues, while promptly escalating complaints involving legal, regulatory, fraud, financial, or other high-risk matters in accordance with established procedures. 

Success in this role is measured by timely case management, accurate documentation, effective communication, adherence to established procedures, and the ability to manage multiple complaint cases while delivering a positive customer experience.

RESPONSIBILITIES  

Complaint Ownership & Resolution 

• Manage assigned complaint cases from intake through closure by following established policies and procedures. 
• Review complaint information, obtain supporting documentation, and coordinate required follow-up activities. 
• Document case activity accurately and maintain complete complaint records. 
• Escalate complaints requiring management review or specialized guidance in accordance with established procedures. 
• Monitor assigned complaints to ensure timely follow-up and completion. 

Customer Communication 

• Communicate with customers to obtain information, provide status updates, and explain resolution steps. 
• Maintain professional and courteous communication throughout the complaint process. 
• Refer questions outside established guidelines to management or the appropriate department. 

Contractor Relations & Accountability 

• Contact contractors to obtain requested documentation and project updates. 
• Coordinate with Account Managers regarding contractor responses. 
• Escalate unresponsive contractors or unresolved issues according to established procedures. 

Complaint Investigation & Research 

• Research customer accounts, loan information, project documentation, and communications using available systems. 
• Gather relevant information needed to support complaint resolution. 
• Document factual findings and provide information to management or Compliance when additional review is required. 
• Request assistance from subject matter experts when necessary. 

External Complaint Management 

• Assist with gathering documentation and preparing information needed for responses to BBB, CFPB, and other external complaints.  
• Coordinate with Compliance to ensure responses are completed within established timelines.  
• Track outstanding action items until completion. 

Escalation & Risk Management 

• Recognize complaints involving potential legal, regulatory, fraud, safety, or financial concerns and promptly escalate them according to company procedures. 
• Notify management or Compliance when complaints meet established escalation criteria. 
• Maintain accurate documentation of escalation activities. 

Documentation & Quality Assurance 

• Maintain complete and accurate complaint records according to established documentation standards. 
• Verify required documentation has been obtained before closing complaints. 
• Identify documentation deficiencies and notify management for follow-up. 

Process Improvement 

• Identify recurring issues and communicate observations to management. 
• Provide feedback regarding opportunities to improve complaint handling processes. 
• Participate in process improvement initiatives as assigned. 

QUALIFICATIONS 

• High school diploma or GED required; Associate's or Bachelor's degree in Business, Finance, Communications, Criminal Justice, or a related field preferred.  
• Two to four years of experience in customer service, complaint resolution, case management, collections, financial services, banking, or a related operational role. 
• Strong written communication skills with the ability to prepare professional responses for customers, contractors, attorneys, regulatory agencies, and executive leadership. 
• Experience within consumer lending, banking, financial services, or other regulated industries. 

KNOWLEDGE AND SKILLS 

• Ability to investigate customer concerns by gathering information from multiple sources and documenting findings accurately. 
• Knowledge of complaint resolution practices, case management principles, and customer advocacy techniques. 
• Ability to interpret and follow established company policies, procedures, and complaint handling guidelines.  
• Ability to adapt to changing priorities while maintaining service levels and meeting established deadlines.