OOTP Complaint Resolution Consultant

Position Title OOTP Complaint Resolution Consultant

Location Troy, MI 48098

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.

• 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

• 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 time frames
  
  Support internal and external audit requests related to complaint management

• 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.

• 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

• 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

• 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…