Sr. Manager, Complaint & Fraud Oversight

Description

POSITION DESCRIPTION:

We are seeking a Senior Manager to join our Risk Team and lead our Complaint Management function as the single point of ownership. This role is responsible for overseeing the full lifecycle of complaint handling, ensuring timely resolution, regulatory compliance, and continuous process improvement. The ideal candidate will bring strong experience in consumer lending, preferably within the home improvement or solar industries, and excel at cross-functional collaboration with compliance, risk, and legal teams. This is a remote position with the potential to manage direct reports.

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

• Oversee Complaint Intake & Triage – Ensure all customer complaints are logged, categorized, and assigned for timely resolution.
• Assist in Fraud Investigations – Coordinate fraud inquiries, ensuring proper documentation, evidence gathering, and resolution.
• Ensure Regulatory Compliance – Maintain adherence to consumer protection laws, lender obligations, and applicable state/federal regulations.
• Develop Investigation Protocols – Create and refine investigation procedures to improve accuracy, timeliness, and risk mitigation.
• Collaborate with Cross-Functional Teams – Work closely with legal, compliance, risk, and operations to address root causes and prevent recurrence.
• Track Trends & Report Findings – Identify patterns in complaints and fraud cases; prepare executive-level reports and dashboards.
• Manage Case Resolution Timelines – Monitor SLAs to ensure investigations are completed within required timeframes.
• Train & Mentor Staff – Provide guidance to investigation teams on best practices, regulatory standards, and root cause analysis.

REQUIRED QUALIFICATIONS

• Bachelor's degree in business, finance, risk management, or related field with 8+ years of professional experience including 5+ years of work experience in complaints management, fraud investigations, risk management, or compliance within financial services.
  
• Strong knowledge of regulatory requirements (e.g., CFPB, FDCPA, UDAAP) and industry best practices for complaints and fraud handling.
• Proven investigative skills with experience in case resolution, root cause analysis, and documentation for regulatory review.
• Excellent interpersonal skills, leadership, team management, including managing teams of varying sizes.
• Excellent written and verbal communication for reporting, stakeholder updates, and regulatory correspondence.
• Proficiency with case management systems and fraud detection tools (e.g., Salesforce, or similar platforms).
• Ability to analyze trends and develop process improvements to reduce complaints and fraud exposure.

PREFERRED QUALIFICATIONS

• Solar Industry experience (Renewable)
• Master's degree
• 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.