OOTP Complaint Resolution Consultant
Core
Final escalation point for the bank's highest-level complaints involving accounts, products, and experiences, serving regulatory agencies, congressional offices, BBB, and social media.
Role type
Senior IC complaint resolution consultant
Builds
Resolutions for high-risk, reputationally sensitive client issues
Domain
Banking / Financial Services
Deliverable
client delivery
Required skills
complaint handling, regulatory response, business writing, root cause analysis, case management, policy improvement
Preferred skills
CRM tools (Microsoft Dynamics, Salesforce), financial services compliance, Spanish fluency
Responsibilities
Handle escalations from regulators and social media; govern complaint intake via email and portals; partner with business units to diagnose and resolve issues; draft regulatory-compliant response letters; document cases in tracking systems for audits; recommend process improvements.
Seniority
Mid-level, hands-on IC