OOTP Complaint Resolution Consultant

Flagstar Bank•New York, NY

7d•$44,504 - $70,574•Onsite

About The Position

The OOTP Complaint Resolution Consultant is responsible for resolving the bank’s highest-level escalated matters and supporting current, former, and prospective clients with complex concerns involving accounts, products, platforms, and experiences. The role serves as the final escalation point for inquiries from regulatory agencies, congressional offices, the Better Business Bureau, Executive Leadership, and social media. The consultant oversees complaint intake, investigation, resolution, response, and reporting. Cases may be high-profile, high-risk, and reputationally sensitive, requiring coordination across departments. The role 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 position is located in Troy, Michigan. It requires adherence to assigned work schedules, meetings, and events, with flexibility to support business needs, including occasional evenings, weekends, and holidays. No travel is required. The work involves a moderate degree of physical exertion and stamina, such as standing, sitting, walking, driving, or infrequent lifting.

Requirements

High school diploma or equivalent (GED, HiSET, TASC, or foreign equivalent).
At least 2 years of customer service and/or complaint-handling experience.
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, banking regulations, and processes in simple language for varied audiences.
Ability to deliver a high level of customer service and satisfaction that supports continued organizational loyalty.
Strong analytical skills and ability to identify patterns, trends, and root causes.
Strong accountability and follow-through, with a record of 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 remain professional under pressure.
Positive, solutions-oriented attitude when interacting 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 effective stakeholder relationships through clear communication, proactive collaboration, and use of cross-functional insights, aligning relationship-building with enterprise goals.
Ability to build trusted internal or external client relationships by identifying needs and delivering tailored solutions.
Ability to support a positive work culture and productive work environment through effective relationships with customers and stakeholders.
No travel requirements.
The job requires a moderate degree of physical exertion and stamina, including 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 providing high-level service.
Govern complaint intake sources, including email and complaint portals, and accept escalated contacts through channels such as 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 client resolution consistent with the bank’s focus on a premier client experience.
Draft thorough, well-written response letters in a professional tone that 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 and provide 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 applicable regulatory and compliance policies and standards, complete required compliance training, and maintain compliance with applicable federal, state, and local laws and regulations.