Customer Complaint Resolution Specialist

About the Role

We are seeking experienced customer service professionals to join the Single Point of Contact (SPOC) Team within the Customer Complaints Department. This role is ideal for individuals who excel at handling escalated customer concerns, de-escalating difficult situations, and providing exceptional service throughout the complaint resolution process. As a SPOC Specialist, you will serve as the primary contact for customers with active complaint cases, guiding them through the review process, providing updates, gathering information, and communicating final resolutions.

Responsibilities

• Serve as the primary point of contact for customers with escalated complaint cases.
• Manage inbound and outbound customer communications throughout the complaint lifecycle.
• Introduce yourself as the assigned case contact and provide timely updates on complaint status.
• Gather information and documentation needed to support complaint investigations.
• Communicate resolution decisions clearly and professionally.
• Handle complex customer inquiries and complaints related to financial products and services.
• Effectively de-escalate challenging customer interactions while maintaining professionalism.
• Review complaints for regulatory and non-regulatory considerations and document risk classifications appropriately.
• Maintain detailed records within case management systems and web-based complaint tracking tools.
• Follow established policies, procedures, and compliance requirements.
• Collaborate with complaint investigators, case managers, and escalation teams to ensure customer concerns are addressed efficiently.
• Manage multiple complaint cases simultaneously while meeting established deadlines.

Requirements

• 4+ years of customer-facing experience within a financial services environment.
• Experience in one or more of the following areas:
  • Escalations
  • Underwriting
  • Loan Processing
  • Mortgage Processing
  • Quality Assurance
  • Research Operations
• Strong verbal communication and de-escalation skills.
• Experience managing multiple priorities and deadlines.
• Proficiency with:
  • Microsoft Word
  • Microsoft Outlook
  • Microsoft Excel
  • Microsoft Teams
• Comfortable learning and navigating multiple systems and applications simultaneously.

Home Office Requirements

To participate in the hybrid work schedule, candidates must have:

• High-speed internet access.
• Ability to connect directly via Ethernet cable.
• A quiet, private workspace free from distractions.
• A secure area to store company-issued equipment.

Work Environment

• First 30-60 days dedicated to onsite training.
• After training, employees will follow a hybrid schedule:
  • One week onsite
  • One week remote
• Standard work hours:
  • Monday-Friday
  • 8:00 AM - 5:00 PM

This is a Contract position based out of Shoreview, MN.

Pay

The pay range for this position is $25.00 - $25.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)