Regulatory Complaint Specialists

Job Title: Regulatory Complaint Specialists

Job Location: Remote

Job Type: 3 Months contract then Permanent Full time

Job Description:

This role is primarily focused on investigating, analyzing, and making determinations on complex customer disputes and regulatory complaints. The specialist will review escalated cases filed with state and federal regulators, conduct thorough investigations, and deliver clear, well-supported decisions that align with regulatory requirements and company policies. This position operates in a high-risk, high-visibility environment requiring strong analytical judgment, attention to detail, and the ability to make defensible decisions.

Key Responsibilities

• Lead end-to-end investigations of escalated regulatory complaints and dispute cases, including gathering evidence, reviewing account activity, and analyzing relevant documentation.
• Make independent, well-reasoned decisions on dispute outcomes based on regulatory guidelines, internal policies, and case findings.
• Draft clear, concise, and compliant written responses to regulators and customers, outlining investigation findings and final determinations.
• Assess risk and identify potential compliance concerns, ensuring all decisions align with applicable regulations (e.g., Regulation E, UDAAP).
• Collaborate with internal teams (fraud, operations, legal, and compliance) to obtain necessary information and validate findings.
• Identify trends and root causes of recurring disputes and escalate systemic issues for process or policy improvements.
• Exercise sound judgment in determining when to escalate cases or seek additional review.
• Maintain strict confidentiality and data security standards when handling sensitive customer information.
• Manage a high-volume caseload while meeting regulatory deadlines and internal performance metrics.

Required Skills & Experience

• Strong analytical and investigative skills with the ability to evaluate complex situations and make defensible decisions
• Excellent written communication skills, especially in drafting formal, regulatory-facing responses.
• Ability to interpret and apply regulatory requirements to real-world scenarios
• Strong attention to detail and ability to manage multiple high-priority cases simultaneously Proven ability to work independently and exercise sound judgment with minimal supervision Solid proficiency in Microsoft Office (Word, Excel, PowerPoint)

Preferred Qualifications

• Bachelors Degree Experience in dispute resolution, investigations, compliance, audit, or risk management Background in financial services, particularly in dispute or fraud investigations Experience responding to regulatory complaints or escalations.
• Working knowledge of banking regulations such as Regulation E and UDAAP