Complaint Escalation Specialist

Description

POSITION DESCRIPTION:

We are seeking a Complaint Escalation Specialist to join our Risk Team and serve as a key point of contact for customers who have concerns about their financial agreements. In this role, you will work to understand customer issues, facilitate clear communication, and guide cases toward fair and amicable resolutions. The ideal candidate will have strong experience in customer engagement, dispute resolution, and issue management, along with the ability to collaborate closely with compliance, legal, and risk teams to ensure regulatory standards are met.

This position will be based out of one of our offices in Irvine, CA; San Francisco, CA; or Teaneck, NJ, with an in-office schedule that is set at the direct manager’s discretion in accordance with the company policies and procedures.

RESPONSIBILITIES

• Serve as the primary point of contact for customers with escalated concerns regarding their financial agreements.
• Perform outreach to customers through email, phone, and text messaging to facilitate contact.
• Investigate complaints thoroughly, ensuring all relevant information is documented and reviewed.
• Collaborate with compliance, legal, and risk teams to ensure resolutions align with regulatory requirements and company policies.
• Facilitate clear, empathetic communication with customers to guide issues toward fair and timely resolution.
• Track and report complaint trends to support process improvements and risk mitigation efforts.
• Maintain accurate records of all escalations and resolutions in accordance with company standards.

REQUIRED QUALIFICATIONS

• Bachelor’s degree or related experience, 5+ years of professional work experience including 4+ years in customer service, dispute resolution, or complaints management, preferably with consumer financial services.
• Familiarity with regulatory requirements and compliance standards related to lending, specifically loans and/or third-party owned assets.
• Strong communication, negotiation, and problem-solving abilities with a customer-first mindset.
• Proven ability to work cross functionally with compliance, installer risk, and legal teams.
• Proficiency with case management systems (e.g., Salesforce), telephony platforms, and Microsoft Office Suite.
• Excellent communication skills, both written and verbal.

PREFERRED QUALIFICATIONS

• Solar industry experience (Renewable)
• Spanish speaking

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 and expanding industry of the future.

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.