OOTP Complaint Resolution Consultant

Flagstar Bank • Troy, MI

6d

About The Position

The OOTP Complaint Resolution Consultant resolves the bank’s highest-level escalated matters, supporting current, former, and prospective clients with complex concerns involving accounts, products, platforms, and experiences. This role is the final escalation point for inquiries from regulatory agencies, congressional offices, the Better Business Bureau (BBB), Executive Leadership, and social media. It oversees complaint intake, investigation, resolution, response, and reporting for cases that may be high-profile, high-risk, and reputationally sensitive, coordinating across multiple departments. The team also partners with Client Advocacy Analysts to use complaint insights to identify issues and opportunities and improve policies, procedures, and practices that strengthen client loyalty, trust, and satisfaction.

The role requires thorough case documentation, timely and compliant responses, and support for internal and external audits. The consultant must communicate resolutions with empathy and professionalism, draft clear and regulatory-compliant response letters, and recommend improvements to policies, processes, and procedures. The position is based in Troy, Michigan, and has no travel requirements. The role may require occasional evenings, weekends, and holidays to support business needs.

Requirements

• High school diploma or equivalent (GED, HiSET, TASC, or foreign equivalent).
• At least 2 years of experience in customer service and/or complaint handling.
• At least 2 years of experience in a financial services role.
• At least 2 years of business writing experience.
• Strong verbal and written communication skills, including the ability to explain complex analyses, such as banking regulations and processes, in simple language for varied audiences.
• Ability to deliver a high level of customer service and satisfaction that drives continued organizational loyalty.
• Strong analytical skills and ability to identify patterns, trends, and root causes.
• Strong accountability and follow-through, with demonstrated success meeting deadlines and achieving measurable business results.
• Ability to balance multiple priorities while maintaining accuracy and attention to detail.
• Conflict resolution skills and ability to maintain professionalism under pressure.
• Positive, solutions-oriented attitude in interactions with leaders and peers.
• Collaborative mindset and ability to partner effectively across teams and functions.
• Flexibility to adapt to new tools, processes, and evolving business needs.
• Commitment to accuracy, compliance, and ethical decision-making.
• Ability to build and maintain effective stakeholder relationships through clear communication, proactive collaboration, and cross-functional insights.
• Ability to build trusted internal or external client relationships by identifying needs and delivering tailored solutions.
• No travel requirements.
• The job requires a moderate degree of physical exertion and stamina, such as standing, sitting, walking, driving, or infrequent lifting.

Nice To Haves

• Undergraduate degree (four 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 such as Microsoft Dynamics or Salesforce.
• Proficiency in Microsoft Office Suite.
• Strong knowledge of financial services, products, and compliance requirements.
• Bilingual fluency in Spanish.

Responsibilities

• Handle escalations from regulatory agencies, congressional offices, the BBB, Executive Leadership, and social media with discretion and professionalism, balancing risk and reputation while delivering high-level service.
• Govern complaint intake sources, including email and complaint portals, and accept escalated contacts through multiple channels, including 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 clients 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 to clients with varying levels of financial knowledge.
• Recommend policy, process, and procedure improvements to strengthen customer satisfaction and loyalty.
• Document 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.
• Perform special projects and additional duties and responsibilities as required.
• Adhere to assigned work schedules, including required meetings and events, and maintain flexibility to support business needs, including occasional evenings, weekends, and holidays.
• Adhere to regulatory and compliance policies and standards, complete required compliance training, and maintain compliance with applicable federal, state, and local laws and regulations.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Comprehensive leave program
• Variable incentives, bonuses, commissions, or other awards may be included in total compensation, as outlined in the offer of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED