OOTP Complaint Resolution Consultant

Flagstar Bank•Troy, MI

2d•Onsite

About The Position

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. The OOTP Complaint Resolution Consultant oversees the intake, investigation, resolution, response, and reporting of escalated complaints. These cases are often high-profile, high-risk, and reputationally sensitive, requiring coordination across multiple departments. In addition, the team partners with our Client Advocacy Analysts to leverage complaint insights, identify issues and opportunities, and improve policies, procedures, and practices that strengthen loyalty, trust, and satisfaction.

Requirements

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
Strong verbal and written communication skills, with the ability to explain complex analysis, such as banking regulations and processes in simple, easy to understand language for varied audiences
Able to deliver a high level of customer service and satisfaction driving continued loyalty to the organization
Strong analytical skills with the ability to identify patterns, trends, and root causes
Strong accountability, follow-through and proven success in meeting deadlines and achieving measurable business results
Ability to balance multiple priorities while maintaining accuracy and attention to detail
Conflict resolution skills with the ability to maintain professionalism under pressure
Positive, solutions-oriented attitude in interactions with leaders and peers
Collaborative mindset, able 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
Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights.
Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results.
Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience.
Fosters or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders.

Nice To Haves

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

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
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
Performs special projects, and additional duties and responsibilities as required.
Adhere to assigned work schedules, including all required meetings and events.
Maintain 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.
Accountable to maintain compliance with applicable federal, state and local laws and regulations.