Complaint & Fraud Escalation Specialist
$75k/y-$95k/y
Qcells North Americaa day ago
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OnsiteFull-timeSenior
Summary
Qcells North America is seeking a Complaint & Fraud Escalation Specialist to join their Risk Management team in Santa Clara, CA. The role involves overseeing the investigation and resolution of complex, high-risk customer complaints that have been escalated beyond frontline support.
About the Role
As a Complaint & Fraud Escalation Specialist, you will be responsible for conducting thorough case investigations, coordinating cross-functional resolution efforts, and ensuring regulatory and policy compliance throughout the complaint lifecycle. You will serve as the primary point of contact for customers with escalated concerns, apply company policies and regulatory guidance to determine appropriate resolutions, and prepare well-documented summaries for leadership review. The role requires strong independent judgment and ownership in a fast-evolving environment.
About You
Required:
- Bachelor’s degree or equivalent experience.
- 5+ years of professional experience, including 4+ years in customer service, dispute resolution, complaints management, investigations, or risk-related roles within financial services or lending.
- Strong knowledge of consumer lending practices and familiarity with regulatory and compliance standards.
- Demonstrated ability to independently manage complex cases from intake through resolution with minimal supervision.
- Strong analytical, investigative, and decision-making skills.
- Exceptional written and verbal communication skills.
- Proficiency with case management systems (Salesforce highly preferred), CRM platforms, and Microsoft Office Suite.
Preferred:
- Solar industry or renewable energy experience.
- Experience responding to regulatory body inquiries or formal complaints.
- Bilingual English/Spanish.
- Experience building or refining escalation processes in a developing program environment.
Benefits
- Competitive salary range of $75k–$95k.
- Opportunity to be part of a growing global business in the renewable energy sector.
Qcells North America
Qcells is a renowned complete energy solutions provider in solar cell and module, energy storage, downstream project business and energy retail. It is headquartered in Seoul, South Korea (Global Executive HQ), Thalheim, Germany (Module Technology & Innovation HQ) and San Francisco, USA (Energy Storage/Inverter & Software HQ) with operations all over the world. Through its growing global business network spanning Europe, North America, Asia, South America, Africa and the Middle East, Qcells provides excellent services and long-term partnerships to its customers in the utility, commercial, governmental and residential markets. For more information, visit: http://www.qcells.com/us
Santa Clara, CA