Regulatory Complaint Specialist (100% Remote)

The Mom Project is excited to partner with our client, a financial technology leader and bank holding company with a mission to power the banking industry’s branchless future.

Our Customer is seeking a contract Regulatory Complaint Specialist to build and maintain strong relationships with both internal and external customers, through various contact channels and methods, to resolve consumer complaints. This role is focused on understanding the needs of consumer(s) and providing quick, convenient, and accurate resolution to complaints, issues, and inquiries.

This position serves as an expert and advocate for the brands, representing the company positively and professionally, to ensure strong customer relationships and continued loyalty.

We're looking for people who are passionate about delivering exceptional customer experiences, eager to make an impact, committed to their work, able to elevate their team's performance, and enjoy solving complex customer issues.

This role is 100% remote, with preference given to candidates local to Cleveland, OH.

Responsibilities:

• Perform moderate to high-risk analysis of account and transaction data while balancing customer experience and risk management
• Ensure compliance with regulatory timeframes and internal service level agreements related to dispute resolution, account actions, notifications, reimbursements, and case closures
• Analyze bank records, transaction data, systems, and case management tools to conduct comprehensive investigations of disputed transactions and account closures or blocks
• Assist customers and employees through inbound calls, chats, emails, and text messaging
• Identify customer needs and resolve inquiries effectively and professionally
• Build strong customer relationships to support retention and customer loyalty
• Function as a Subject Matter Expert (SME) and apply critical thinking, multitasking, active listening, and problem-solving skills to resolve customer concerns
• Maintain the safety, security, and confidentiality of customer information
• Work effectively in a fast-paced and continuously evolving environment while meeting performance goals and quality expectations
• Apply coaching, feedback, and training to continuously improve performance and customer experience
• Follow and promote company policies, procedures, and compliance standards
• Maintain punctuality, attendance, and schedule adherence
• Demonstrate flexibility to support business needs, including overtime and schedule adjustments
• Provide feedback on operational processes and compliance standards
• Support additional business and operational tasks as assigned

Skills and Qualifications:

• Minimum of 5 years of customer service experience
• Strong written communication skills with the ability to communicate effectively with all levels of management
• Ability to manage and resolve conflict in a calm and professional manner
• Experience working in fast-paced environments with changing priorities
• Ability to provide objective and unbiased analysis
• Ability to work independently and collaboratively within team environments
• Strong follow-up and follow-through skills
• Ability to explain complex processes clearly and effectively
• Ability to exercise discretion and independent judgment with minimal supervision
• Strong organizational and multitasking skills
• Intermediate proficiency with Microsoft Word, Excel, Access, and PowerPoint
• Ability to quickly learn and navigate new systems and processes
• Ability to achieve and maintain Escalated Call Certification
• Strong analytical and problem-solving skills
• Ability to maintain confidentiality and protect sensitive customer information

Preferred Qualifications:

• 1 year of experience in dispute analysis or investigations
• 3 years of experience in regulatory, compliance, legal, audit, risk management, or customer complaint resolution environments
• Bachelor’s degree in Business or related field
• Knowledge of banking and deposit compliance regulations, including Regulation E and UDAAP
• Understanding of electronic funds transfer systems, reconciliations, chargebacks, disputes, and banking regulations
• Fluent English communication and typing skills
• Bilingual English/Spanish skills

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.