OOTP Complaint Resolution Consultant

The OOTP Complaint Resolution Consultant resolves the bank's highest-level escalated matters, supporting current, former, and prospective clients with complex concerns involving accounts, products, platforms, and experiences. Serving as the final escalation point, the role handles inquiries from regulatory agencies, congressional offices, the Better Business Bureau, Executive Leadership, and social media. The position oversees the intake, investigation, resolution, response, and reporting of escalated complaints while partnering with Client Advocacy Analysts to improve policies and practices.