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Senior Manager, Direct to Consumer Complaint Operations

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Location: , Remote, United States
Location Type: Remote
Salary Range: 103000 - 165000 USD Annually

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Description

Senior Manager, Direct to Consumer Complaint Operations, will serve as an integral part of the team to perform case management duties within the credit operations team. The successful candidate will be responsible for managing and organizing consumer complaint cases as well as communicating updates and needs to other teams to allow for accountability and to pursue a strategy for case resolution.   This role requires an individual with applicable management experience, excellent communication skills, and the ability to work efficiently in a dynamic, compliance-driven environment.

RESPONSIBILITIES

  • Manage submitted complaints by keeping a strong awareness of the submitted complaints
  • Keep other internal parties accountable for any required next action steps
  • Identify and address escalated cases and follow appropriate processes for each case
  • Work with our legal team to inquire for a complaint resolution via arbitration
  • Communicate with a diverse set of internal and external clientele to achieve excellent results in the areas of complaint and grievance handling, compliance, documentation and enhancement of the customer experience
  • Investigate, analyze, and resolve consumer complaints which can involve large dollar amounts, fraud, and/or misrepresentation
  • Partner with and outreach to internal staff, other departments, managers and employees to resolve issues as quickly as possible
  • Organize complaint cases into categories that are appropriate for each case
  • Meet timeframes for performance while balancing the need to produce high quality work related to complex and sensitive customer information
  • Ensure integrity of departmental complaint database by thorough, timely and accurate entry, consistent with regulatory protocols and effectively manage case resolution reports
  • Participate in departmental meetings, trainings and audits as requested
  • Answer questions and manage cases on existing and open cases
  • Escalate issues to leadership as appropriate to maintain compliance

 

REQUIRED QUALIFICATIONS
 

  • Bachelor's degree or equivalent relevant experience in an operations, finance, business or complaints management related field
  • 8+ years of experience in a management role within a finance or operations environment
  • 5+ years experience in solar financing
  • 4+ years experience managing customer complaints
  • Experience with regulatory and operational audits, ensuring strict compliance with internal protocols and external laws and regulations, reducing the number of compliance violations.
  • Proficiency in Microsoft Excel, Outlook, and Teams
  • Strong skills in analytical thinking, priority-driven execution, and team collaboration
  • Experience with CRM software, preferably Salesforce related field

 

PREFERRED QUALIFICATIONS

  • Masters degree
  • Experience working with the Federal Communications Commissions (FCC) is a plus
  • CRCM, Certified Regulatory Compliance Manager

 

Hanwha Q CELLS America Inc. (“HQCA”) is headquartered in Irvine, CA, and handles sales for the North American region. It is a subsidiary of Hanwha Q CELLS Co., Ltd., one of the world´s largest and most recognized photovoltaic manufacturers for its high-performance, high-quality solar cells and modules. It is headquartered in Seoul, South Korea (Global Executive HQ) and Thalheim, Germany (Technology & Innovation HQ). Through its growing global business network spanning Europe, North America, Asia, South America, Africa, and the Middle East, the company provides excellent services and long-term partnerships to its customers in the utility, commercial, government, and residential markets. Hanwha Q CELLS is a flagship company of Hanwha Group, a FORTUNE Global 500 firm, and a Top 8 business enterprise in South Korea. HQCA recently acquired Geli, a leading developer of Energy Management System software for energy storage, solar, and other renewable resources.

 

PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS:

To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.

Mobility

Standing

20% of time

Sitting

70% of time

Walking

10% of time

Strength

Pulling

up to 10 Pounds

Pushing

up to 10 Pounds

Carrying

up to 10 Pounds

Lifting

up to 10 Pounds

Dexterity (F = Frequently, O = Occasionally, N = Never)

Typing

F

Handling

F

Reaching

F

Agility (F = Frequently, O = Occasionally, N = Never)

Turning

F

Twisting

F

Bending

O

Crouching

O

Balancing

N

Climbing

N

Crawling

N

Kneeling

N

 

 

 

 

 

 

 

 

 

 

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.

*This target salary range is for CA positions only and should not be interpreted as an offer of compensation.

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