Senior Complaints Specialist

Accountabilities:

• • Manage a queue of customer complaints and complete accurate investigations and resolutions within established productivity, quality, and regulatory requirements.
  • Investigate sensitive, escalated, and regulated complaints, assessing root causes, potential customer harm, and appropriate remediation.
  • Apply consumer financial regulations and requirements, including FCRA, UDAAP, FDCPA, and ECOA, when evaluating complaints and determining outcomes.
  • Prepare clear, accurate written complaint responses and maintain thorough documentation supporting investigation findings, decisions, and resolutions.
  • Analyze complaint data, recurring issues, and trends to identify root causes and recommend improvements that reduce repeat complaints and customer harm.
  • Partner cross-functionally with Operations, Legal, Compliance, Risk, Product, and other stakeholders to resolve complex customer issues and strengthen complaint processes and controls.
  • Contribute insights that improve customer experiences and help identify operational or regulatory risks across lending products.
  • Support a culture of accuracy, accountability, continuous improvement, and customer advocacy within the complaints function.

  Requirements:

  • At least 1 year of experience handling regulatory or escalated customer complaints within a financial institution, lending organization, or another regulated financial services environment, including complaints involving regulators such as the CFPB, BBB, or State Attorneys General.
  • Demonstrated experience conducting complaint investigations, documenting findings, identifying root causes, and determining or recommending appropriate customer resolutions.
  • Practical knowledge of consumer financial regulations and the ability to apply regulatory requirements to individual complaint investigations and customer outcomes.
  • Working knowledge of FCRA, UDAAP, FDCPA, and ECOA.
  • Strong analytical skills, with the ability to recognize patterns, interpret complaint trends, and translate findings into actionable recommendations.
  • Excellent written and verbal communication skills, particularly when documenting sensitive issues or explaining complex decisions clearly.
  • Strong judgment, attention to detail, organization, and the ability to manage competing priorities while meeting regulatory and quality deadlines.
  • Ability to work independently in a remote, digital-first environment while collaborating effectively across multiple business functions.
  • Preferred: CRCM certification and/or experience supporting auto lending or HELOC products.
  • Preferred: Experience partnering with Operations, Legal, Compliance, Risk, and Product teams on complex customer issues and process improvements.

  Benefits:

  • Remote-first work: Work remotely across the United States, with opportunities for periodic team onsites and in-person collaboration.
  • Compensation: Anticipated U.S. hourly rate of $23.41–$31.20, with actual pay varying by geographic location, skills, experience, education, and training.
  • Additional compensation: Target bonus opportunities and annual equity grants for eligible employees.
  • Retirement: 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually.
  • Employee Stock Purchase Plan (ESPP): Discounted stock purchase options for eligible U.S. employees.
  • Healthcare: Comprehensive medical, dental, and vision coverage, plus wellness resources.
  • Health savings: Employer HSA contributions for eligible U.S. plans.
  • Financial protection: Life insurance and disability coverage.
  • Time off: Paid time off, sick leave, and company holidays in accordance with applicable requirements.
  • Family support: Paid parental and family leave, along with benefits supporting fertility, parenthood, and caregiving.
  • Well-being: Annual wellness allowance and access to an Employee Assistance Program offering mental health and life-support resources.
  • Financial wellness: Access to financial planning resources and a financial concierge service for eligible U.S. employees.
  • Productivity support: Annual productivity allowance to help employees purchase tools and resources needed to work effectively.
  • Community: Team events, company-wide gatherings, and employee resource groups that encourage connection and inclusion.
  • Office amenities: Access to onsite perks, including catered meals and stocked kitchens, at available office locations.