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Flagstar BankPosted 10/21/2026full-timeTroy • Michigan • United StatesJuniorMid-Level💰 $44,504 - $70,574 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in complaint resolution, regulatory response, and customer service within the financial services sector. Proficient in business writing and analytical skills to identify trends and ensure compliance with applicable laws and regulations.
Highest-signal resume keywords
Complaint ResolutionRegulatory ResponseBusiness WritingCRM Tools ProficiencyFinancial Services Knowledge
About the role
Key responsibilities & impact- Resolve the bank’s highest-level escalated matters involving accounts, products, platforms, and client experiences
- Handle inquiries from regulatory agencies, congressional offices, the Better Business Bureau, Executive Leadership, and social media
- Oversee intake, investigation, resolution, response, and reporting of escalated complaints
- Govern complaint intake sources and accept escalated contacts through email, phone, and other channels
- Partner with business stakeholders to diagnose and resolve issues and conduct root cause analysis
- Deliver complaint resolutions verbally and in writing
- Draft response letters meeting regulatory requirements and serving clients with varying levels of financial knowledge
- Recommend policy, process, and procedure improvements
- Document complaint details, contacts, timelines, resolutions, regulations, and supporting materials in the case tracking system
- Manage a personal worklist and provide timely, accurate, compliant responses within regulatory and internal SLA timeframes
- Support internal and external audit requests related to complaint management
- Perform special projects and additional duties as required
- Adhere to assigned work schedules, meetings, and events
- Support business needs, including occasional evenings, weekends, and holidays
- Maintain compliance with applicable laws, regulations, policies, standards, and required trainings
Requirements
What you’ll need- High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent
- 2+ Years in customer service and/or complaint handling
- 2+ Years in a financial services role
- 2+ Years of business writing experience
- Experience in regulatory response, executive complaints or consumer advocacy roles
- Strong working knowledge of CRM Tools (Microsoft Dynamics, Salesforce)
- Proficiency in Microsoft Office Suite
- Strong knowledge of financial services, products and compliance requirements
- Bilingual fluency in Spanish preferred
- Strong verbal and written communication skills
- Strong analytical skills with the ability to identify patterns, trends, and root causes
- Strong accountability, follow-through and proven success in meeting deadlines and achieving measurable business results
- Ability to balance multiple priorities while maintaining accuracy and attention to detail
- Conflict resolution skills
- Collaborative mindset and ability to partner across teams and functions
- Flexibility to adapt to new tools, processes, and evolving business needs
- Commitment to accuracy, compliance, and ethical decision-making
- No travel requirements
- Moderate physical exertion and stamina, including standing, sitting, walking, driving or infrequent lifting
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Comprehensive leave program
- Variable incentives, bonuses, commissions, or other awards may be included in total compensation
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Complaint HandlingRoot Cause AnalysisRegulatory ComplianceCase Tracking DocumentationFinancial Products KnowledgeAnalytical SkillsConflict ResolutionAttention to DetailTime ManagementBilingual Fluency in Spanish
Soft Skills
Verbal CommunicationWritten CommunicationCollaborative MindsetAccountabilityFlexibility
Tools & Technologies
Microsoft DynamicsSalesforceMicrosoft Office Suite
Industry Keywords
Customer ServiceFinancial ServicesConsumer AdvocacyEscalated ComplaintsCompliance Standards