Description 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.
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.
RESPONSIBILITIES: - 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.
REQUIRED QUALIFICATIONS: - 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 compliance standards.
- Demonstrated ability to independently manage complex cases from intake through resolution with minimal supervision.
- Strong analytical, investigative, and decision-making skills, including the ability to work with incomplete or evolving information.
- Exceptional written and verbal communication skills, including experience drafting formal responses.
- Proficiency with case management systems (Salesforce highly preferred), CRM platforms, telephony systems, Microsoft Office Suite, and digital tools such as Microsoft Forms.
- Experience conducting research using internal systems and external tools (e.g., LexisNexis or similar background research platforms) preferred.
- Ability to remain calm and effective in emotionally charged or high-risk customer situations.
PREFERRED QUALIFICATIONS: - Solar industry or renewable energy experience.
- Experience responding to regulatory body inquiries or formal complaints.
- Bilingual English/Spanish.
- Experience building or refining escalation processes in a developing program environment.
COMPENSATION: In accordance with applicable pay transparency laws, the anticipated annual base salary for this position is:
- Zone 1 (Bay Area, NYC): $86,400 - $102,100
- Zone 2 (CA, NJ, NY): $79,200 - $93,600
- Zone 3 (All others): $72,000 - $85,100
The applicable salary range is based on the employee's primary work location. Individual compensation will be determined based on qualifications, relevant experience, education, skills, internal equity, and other business-related factors.
PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS:
To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.
Mobility
Standing
20% of time
Sitting
70% of time
Walking
10% of time
Strength
Pulling
up to 10 Pounds
Pushing
up to 10 Pounds
Carrying
up to 10 Pounds
Lifting
up to 10 Pounds
Dexterity (F = Frequently, O = Occasionally, N = Never)
Typing
F
Handling
F
Reaching
F
Agility (F = Frequently, O = Occasionally, N = Never)
Turning
F
Twisting
F
Bending
O
Crouching
O
Balancing
N
Climbing
N
Crawling
N
Kneeling
N
The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job's minimum qualifications.
*This target salary range is for CA positions only and should not be interpreted as an offer of compensation.
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