OOTP Complaint Resolution Consultant

Job Summary

The OOTP Complaint Resolution Consultant is responsible for the resolution of the bank’s highest level of escalated matters, supporting current, former, and prospective clients with complex concerns involving accounts, products, platforms, and experiences. The OOTP Complaint Resolution Consultant serves as the final escalation point, handling inquiries from regulatory agencies, congressional offices, the Better Business Bureau (BBB), Executive Leadership, and social media.

Job Responsibilities

• Handle escalations from regulatory agencies, congressional offices, BBB, Executive Leadership, and social media with discretion and professionalism, balancing risk and reputation while delivering high-level service
• Govern complaint intake sources such as email and complaint portals and accept escalated contacts through multiple channels such as but not limited to email and phone
• 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

Case Management & Reporting

• 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

Additional Accountabilities

• Performs special projects, and additional duties and responsibilities as required.
• Adheres to assigned work schedules, including all required meetings and events.
• Maintains flexibility to support business needs, including occasional evenings, weekends, and holidays.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings.

Required Qualifications

• Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent
• 2+ Years in customer service and/or complaint handling
• 2+ Years in a financial services role
• 2+ Years of business writing experience

Preferred Qualifications

• Education level preferred: Undergraduate Degree (4 years or equivalent) in business administration, communications or a related field
• Experience in regulatory response, executive complaints or consumer advocacy roles
• Strong working knowledge of CRM Tools (Microsoft Dynamics, Salesforce)
• Proficiency in Microsoft Office Suite
• Strong knowledge of financial services, products and compliance requirements
• Bilingual fluency in Spanish