About the Team

The Special Operations team is responsible for managing the organization’s most complex, sensitive, and high‑risk consumer escalations. Working at the intersection of customer experience, compliance, and regulatory response, the team plays a critical role in protecting consumers, maintaining regulatory trust, and upholding the organization’s commitment to ethical and compliant business practices. The team partners closely with Compliance, Legal, and cross‑functional stakeholders to ensure escalations are resolved accurately, efficiently, and in alignment with regulatory requirements.

About the Role

The Special Operations Escalation Analyst is responsible for investigating, managing, and resolving complex consumer escalations, including regulatory and high‑risk complaints. This role requires strong ownership, sound judgment, and a consumer‑first mindset. The Analyst will serve as a key liaison between internal teams and external regulatory agencies, ensuring timely, compliant, and well‑documented case resolution while identifying potential risk or fraud indicators. This role is well suited for someone who thrives in a fast‑paced, high‑accountability environment and is comfortable navigating sensitive issues with professionalism and precision.

Responsibilities

• Research, analyze, and resolve complex, sensitive, and high‑risk consumer complaints and disputes.

• Manage and respond to regulatory escalations, including but not limited to:

  • Better Business Bureau (BBB)

  • Consumer Financial Protection Bureau (CFPB)

  • State Attorney General Offices (AG)

  • Other regulatory or government agencies

• Maintain full ownership of assigned cases from intake through final resolution, ensuring adherence to regulatory requirements, internal policies, and established service‑level agreements (SLAs).

• Identify potential fraud indicators, conduct investigations, and escalate findings in accordance with established procedures.

• Serve as a primary liaison with Legal and Compliance teams on escalated consumer issues and regulatory matters.

• Communicate clearly and professionally with internal partners and external agencies, providing timely status updates, investigative findings, and resolution outcomes.

• Accurately document all case activities, decisions, and outcomes in designated systems to support audits, reporting, and regulatory review.

Requirements

Required Qualifications

• Prior experience in customer operations, escalations management, compliance, legal support, or regulatory complaint handling.

• Demonstrated ability to independently manage complex, sensitive, or high‑risk consumer cases.

• Strong analytical, investigative, and problem‑solving skills with high attention to detail.

• Excellent written and verbal communication skills, including experience engaging with senior stakeholders or regulatory bodies.

• Proven ability to manage competing priorities, meet deadlines, and perform effectively in a fast‑paced environment.

Preferred Qualifications

• Experience working directly with regulatory agencies such as the BBB, CFPB, State Attorney General offices, or similar entities.

• Background in paralegal work, compliance, fraud investigation, or consumer advocacy roles.