OOTP Complaint Resolution Consultant

Position Title

OOTP Complaint Resolution Consultant

Location

Troy, MI 48098

Job Summary

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.

Job Responsibilities:

Complaint Handling & Issue Resolution

• 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

Case Management & Reporting

• 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

ADDITIONAL ACCOUNTABILITIES

• 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.

JOB REQUIREMENTS

Required Qualifications:

• Education level required: 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

Preferred Qualifications:

• Education level preferred: 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

Job Competencies:

• 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.
• No travel requirements
• Physical demands (ADA): The job requires a moderate degree of physical exertion and stamina such as standing, sitting, walking, driving or infrequent lifting.

Flagstar is an Equal Opportunity Employer - Vets/Disabled

We are committed to providing clear and accurate compensation information in accordance with applicable laws. Actual starting base pay will be determined based on location, experience, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, bonuses, commissions, or other awards as outlined in the offer of employment. Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: Benefits | Flagstar Bank

Pay Range

$44,503.50 - $70,574.00