Complaint Specialist

Location: Remote (Eastern Time Zone or Central Time Zone) Role Type: Full-time position Salary Range: $50,000-$65,000 About TriBeam Financial, Inc. TriBeam Financial, Inc. is a rapidly expanding financing technology platform that supports companies in the solar and home improvement sectors. We are a growing team of experts dedicated to increasing our solar and home efficiency financing presence, continuously improving our consumer lending software, and building effective capital partnerships. These efforts allow consumers to easily access competitive financing products for their solar and home efficiency needs. Our marketplace model provides installation companies with access to our proprietary platform for customer management, project management, and logistics. Ultimately, our focus is on providing an exceptional experience for both our customers and our partners. At TriBeam, we believe our employees are our most valuable resource. When you join us, you become part of a team committed to integrity, transparency, and sustainability. We strive not just to do business, but to do good business. This commitment means holding ourselves to high standards regarding our impact on the environment, our employees, our communities, and our customers. Job Description The Complaint Specialist will work to address and resolve complaints, focusing on those involving financial or systemic problems between borrowers and installers, and ensuring compliance and regulatory adherence. This role requires determining if any regulatory or compliance violations have occurred. The Specialist is responsible for managing these complaints using our CRM system (ServiceNow), working cross-functionally to gather all complaint details, collecting necessary evidence, analyzing relevant data, and documenting their findings in detailed reports. Duties and Responsibilities Perform thorough investigations to gather facts, evidence, and documentation related to complaints. Maintain detailedrecords of complaints and resolutions through our CRM system, ServiceNow. Escalate confirmed legal, regulatory, or compliance issues to management. Serve as the primary point of contact for borrowers, installers, and internal teams, ensuring consistent communication and clearly defined expectations. Actively participate in the continuous improvement of operational processes. Effectively present findings, recommendations, and best practices, whether through meetings or by developing detailed procedures. Consistently meet or exceed established performance metrics, including case resolution times, customer satisfaction scores, and documentation accuracy standards. Required Experience/Skills Bilingual in English and Spanish (written and spoken) is a must. 2+ years of solar industry experience 2+ years of experience in customer support, dispute resolution, complaint handling, or risk related roles within consumer lending. Proficiency in Google Workspace or Microsoft Office. De-escalation and conflict resolution. Quickly adapt to new systems and workflows. Nice-to-Haves Experience working remotely. ServiceNow or other CRM experience. Education Bachelor’s Degree or equivalent work experience. Our Spread of Total Rewards Medical, Dental, Vision, & Disability Coverage. Paid time off: vacation, sick, 10 company holidays, floating holidays, and personal days. 401(k) and matching contributions. Commitment to Employee Wellness through resources such as bi-monthly HSA contributions. Company performance-based annual bonuses. Reimbursement for vacation benefits. All initial interviews will be conducted by Michelle Shrum, (linkedin.com/in/financialchk) or Elizabeth Graham (linkedin.com/in/elizabeth-r-g-978b94181), who will appear on video via Google Meet. If you are contacted by anyone who does not appear on video, please consider it a scam. Also, TriBeam will never ask new hires to purchase equipment as a condition of employment. TriBeam is proud to be an Equal Employment Opportunity (EEO) employer. We are committed to creating a diverse and inclusive workplace and will do so by actively seeking to hire and promote diverse individuals throughout the company. Providing equal employment opportunities to all employees and applicants for employment is critical to our identity and we do not discriminate on the basis of race, color, religion, religious creed, national origin, ancestry, sex, age, handicap (disability), sexual orientation, gender identity/ or expression, genetics, veteran status, marital status, pregnancy or pregnancy‑related condition, military status or obligation, or other protected status, in accordance with applicable federal, state and local laws. #J-18808-Ljbffr TriBeam Financial, Inc.