Regulatory Complaint Specialist

Job Location: Blue Ash, OH

Job Type: Contract to HireJob Description

Key Responsibilities: Investigate customer complaints, disputed transactions, and account closures or blocks. Review banking records, transaction data, and case management systems to determine appropriate resolutions. Ensure compliance with regulatory requirements, internal policies, and service-level agreements (SLAs).Handle customer inquiries and escalations through calls, emails, chats, and other communication channels. Analyze disputes and determine appropriate actions, including fee reversals, credits, and customer notifications. Maintain accurate case documentation while protecting confidential customer information. Identify potential risks and provide feedback to improve complaint handling and compliance processes. Deliver professional customer service and resolve complex issues effectively.

Required Qualifications: Minimum 5 years of customer service experience. At least 1 year of experience in dispute analysis or investigations.3 years of experience in regulatory compliance, risk management, audit, legal, or customer complaint resolution. Bachelor's degree in Business or a related field. Knowledge of Regulation E, UDAAP, banking compliance, electronic fund transfers, reconciliations, and chargebacks. Strong written and verbal communication skills. Fluency in English and Spanish is preferred. Proficiency in Microsoft Word, Excel, Access, and PowerPoint. Ability to manage multiple cases, meet deadlines, and work independently in a fast-paced environment. Strong analytical, organizational, and problem-solving skills.

Preferred Candidate Profile: Candidates with experience in banking, financial services, payment disputes, regulatory complaint investigations, and escalated customer cases are preferred.