Regulatory Complaint Specialist

Job Title: Regulatory Complaint Specialist

Job Location: Blue Ash, OH

Job Type: Contract to Hire

Job Description

We are looking for a Regulatory Complaint Specialist to investigate and resolve customer complaints, disputed transactions, and account-related issues within required regulatory timelines. The ideal candidate will have experience in banking disputes, compliance, risk analysis, and customer service, along with strong communication and problem-solving skills.

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.