Complaint & Fraud Escalation Specialist

POSITION DESCRIPTION

We are looking for a Complaint & Fraud Escalation Specialist to join our Risk Management team to oversee the investigation and resolution of complex, high-risk customer complaints that have been escalated beyond frontline support. This role is responsible for conducting thorough case investigations, coordinating cross-functional resolution efforts, and ensuring regulatory and policy compliance throughout the complaint lifecycle. The ideal candidate will have experience in customer escalations, dispute resolution, or complaints management within financial services or lending environments.

This role works closely with Compliance, Legal, Operations, Sales, and Risk teams and requires strong independent judgment and ownership. This position operates in a fast-evolving environment where processes are actively being built and refined. The successful candidate must be highly self-directed, comfortable navigating ambiguity, and motivated to help develop documentation, workflows, and best practices while performing daily casework.

We are looking for a Complaint & Fraud Escalation Specialist to join our Risk Management team to oversee the investigation and resolution of complex, high-risk customer complaints that have been escalated beyond frontline support. This role is responsible for conducting thorough case investigations, coordinating cross-functional resolution efforts, and ensuring regulatory and policy compliance throughout the complaint lifecycle. The ideal candidate will have experience in customer escalations, dispute resolution, or complaints management within financial services or lending environments.

This role works closely with Compliance, Legal, Operations, Sales, and Risk teams and requires strong independent judgment and ownership. This position operates in a fast-evolving environment where processes are actively being built and refined. The successful candidate must be highly self-directed, comfortable navigating ambiguity, and motivated to help develop documentation, workflows, and best practices while performing daily casework.

This position will be based out of one of our offices in Irvine, CA;
San Francisco, CA; or Teaneck, NJ, with in-office schedule set at the direct manager’s discretion in accordance with company policy. Remote work may be considered for exceptional cases.

• Serve as the primary point of contact for customers with escalated concerns regarding their financial agreements.
• Conduct thorough investigations of escalated complaints, including detailed account research across CRM systems, internal tools, and third-party platforms.
• Apply company policies, regulatory guidance, and risk considerations to determine appropriate resolutions.
• Partner cross-functionally with Compliance, Legal, Operations, Sales, Installer Risk, and Technical teams to drive timely and appropriate outcomes.
• Prepare clear, well‑documented written summaries suitable for leadership review and regulatory inquiries.
• Maintain accurate, audit‑ready case documentation within Salesforce or other CRM/case management systems.
• Identify complaint trends, recurring root causes, and control gaps; recommend process improvements to reduce future escalations.
• Assist in developing escalation workflows, training materials, and documentation in an environment where processes are still being established.

• Bachelor’s degree or equivalent experience with a minimum of 5+ years of professional experience, including 3- 4+ years in customer service, dispute resolution, complaints management, investigations, or risk-related roles within financial services or lending.
• Strong knowledge of consumer lending practices and familiarity with regulatory and…