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OOTP Complaint Resolution Consultant at Flagstar Bank - ApplyBlast

OOTP Complaint Resolution Consultant

Flagstar Bank

5 months ago

2.9 on Glassdoor

Troy

Onsite

Full Time

Senior

0 applicants

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About this role

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.

Responsibilities

Handle escalations from regulatory agencies, congressional offices, BBB, Executive Leadership, and social media with discretion and professionalism
Document all complaint details, contacts, timelines, resolutions, applicable regulations, and supporting materials in the case tracking system
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
Manage a personal worklist of cases, ensuring timely, accurate, and compliant responses within regulatory and internal SLA timeframes

Skills

Qualifications

High School / High School Equivalency (GED, HiSET, TASC) / Foreign EquivalentUndergraduate Degree (4 years or equivalent) in business administration, communications or a related field