Senior Complaints Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Complaints Specialist based in United States. This is an opportunity to join a customer-focused complaints team within a fast-paced, technology-driven financial services environment. You will investigate complex, escalated, and regulated customer complaints and determine appropriate resolutions. The role combines regulatory expertise, analytical thinking, sound judgment, and strong written communication. Beyond resolving individual cases, you will identify recurring issues, customer harm risks, and opportunities to improve processes. You will collaborate closely with Operations, Legal, Compliance, Risk, and Product teams to strengthen controls and customer outcomes. The position offers significant exposure to regulated lending operations and opportunities to influence the broader customer experience. This is a remote role for a detail-oriented professional who is comfortable managing sensitive cases and working independently. 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 geog