Regulatory Complaint Specialist

Job Description

Job Title: Regulatory Complaint Specialist

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Job Location: Blue Ash, OH

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Job Type: Contract to Hire

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Job Description

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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.

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Key Responsibilities

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

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

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