Regulatory Escalation Specialist Intermediate

Overview

Reporting to the Supervisor of the Escalated Complaints Team, the Regulatory Escalations Specialist manages stakeholder and executive relationships by researching, responding to, and resolving escalated complaints and customer program issues submitted to Regulators, Executives, and the External Affairs team. This role applies strong knowledge of applicable federal, state, and local regulatory requirements, complaint‑handling standards, and consumer protection obligations to ensure accurate, timely, and compliant responses.

Responsibilities

• Research, investigate, and respond to escalated customer program complaints and regulatory inquiries submitted to Regulators, Executives, and the External Affairs team.
• Apply knowledge of applicable federal, state, and local regulatory requirements, consumer protection standards, and complaint‑handling guidelines to ensure accurate, timely, and compliant responses.
• Serve as a primary liaison with internal stakeholders, executive leadership, and external regulatory entities to support effective communication and resolution of regulatory issues.
• Maintain comprehensive tracking, documentation, and reporting of regulatory complaints to monitor performance, ensure adherence to regulatory timelines, and reduce customer dissatisfaction.
• Analyze complaint trends, identify root causes, and assess regulatory and reputational risk, particularly within Rhode Island.
• Support proactive internal and external communications related to regulatory matters, escalated complaints, and compliance expectations.
• Collaborate cross‑functionally with compliance, legal, operations, and customer service teams to resolve complex issues and implement corrective actions.
• Drive continuous process and performance improvements by recommending enhancements to complaint handling, tracking, and reporting practices.
• Ensure consistency, accuracy, and professionalism in all regulatory and executive‑level correspondence.
• Contribute to risk mitigation efforts by identifying opportunities to prevent repeat issues and improve overall customer and regulatory outcomes.
• Conduct informal and formal reviews of regulatory complaints to ensure compliance with applicable regulatory requirements, internal policies, and response standards.
• Prepare comprehensive packets and supporting documentation for informal and formal regulatory hearings.

Qualifications

• A Bachelor's degree in business or related field.
• A minimum of 3 years’ experience in an applicable role.
• A demonstrated ability to lead and manage cross-functional teams/projects, absorb information, develop creative/practical business solutions, and achieve desired results in a highly technical, operational environment is required.
• Excellent analytical, organizational, and time management skills with the ability to manage a diverse range of projects simultaneously.
• Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.