Complaint & Fraud Escalation Specialist

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;
Santa Clara, CA or Teaneck, NJ. 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.
• 5+ years of professional experience, including 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., Lexis Nexis or similar background research platforms) preferred.
• Ability to remain calm and effective in emotionally charged or high‑risk customer situations.

• 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.

Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct‑to‑homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world‑class global business in an interesting…