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

PREFERRED QUALIFICATIONS

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.

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

Handling

Reaching

Agility   (F = Frequently, O = Occasionally, N = Never)

Turning

Twisting

Bending

Crouching

Balancing

Climbing

Crawling

Kneeling

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.

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