Customer Complaint Resolution Specialist (SPOC)

• Hybrid schedule:
  • One week onsite
  • One week remote
• Pay rate: $25/hour + Benefits

Hybrid Opportunity | 12-Month Contract | Career Growth Potential

Are you a strong communicator who thrives in a fast-paced environment and enjoys helping customers navigate complex situations? We are seeking Customer Complaint Resolution Specialists to join a large financial services organization supporting escalated customer concerns through a dedicated Single Point of Contact (SPOC) team.

This is an excellent opportunity to gain experience with a leading financial institution, build valuable customer advocacy skills, and position yourself for potential long-term career opportunities.

Position Overview

As a member of the Single Point of Contact (SPOC) team, you will serve as the primary liaison for customers who have active complaint cases. Rather than investigating or determining final resolutions, your focus will be on maintaining communication with customers throughout the complaint resolution process.

You will provide updates, gather information, answer questions, and ensure customers feel supported while their cases are being reviewed by specialized case management teams.

Key Responsibilities

• Serve as the primary point of contact for customers with active complaint cases.
• Handle inbound and outbound customer calls throughout the complaint lifecycle.
• Introduce yourself to customers assigned to your queue and establish ongoing communication.
• Collect relevant information and documentation from customers.
• Provide status updates and communicate final case decisions.
• Document all customer interactions accurately within a web-based case management system.
• Support customers with inquiries related to financial products and services.
• Review complaints for regulatory and non-regulatory considerations and classify risks appropriately.
• Perform complex administrative and customer support tasks.
• Work collaboratively with internal escalation teams to ensure timely issue resolution.
• Manage multiple cases simultaneously while meeting established deadlines and service expectations.

Schedule

Training Period

Monday - Friday

• 8:00 AM - 5:00 PM
• 100% onsite during training (approximately 30-60 days)

Post-Training

Monday - Friday

• 8:00 AM - 5:00 PM

Contract Details

• Initial contract term: 12 months
• Current project estimated to run 7-9 months, with potential extensions based on business needs
• Opportunities may exist to transition into other departments or projects following completion of the assignment
• High-performing contractors may be considered for future permanent opportunities as business needs allow

Why Apply?

• Gain experience with a nationally recognized financial services organization.
• Develop expertise in customer advocacy, complaint management, and financial services operations.
• Exposure to a highly regulated environment with strong career development potential.
• Opportunity to build valuable skills that can lead to future advancement opportunities.

Apply today if you're passionate about customer experience, thrive under pressure, and have the communication skills to help customers through complex situations.

This is a Contract position based out of San Antonio, TX.

The pay range for this position is $25.00 - $25.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)