Complaints Officer Jobs
Complaints Officer jobs are open across financial services, insurance, healthcare, and government agencies, from entry-level case handlers to senior and principal positions, with specializations in regulatory compliance, consumer affairs, and dispute resolution. Scan the live roles below and apply to whichever ones fit.
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This is a hybrid role with the expectation that time working will regularly take place inside and outside of the office located at 100 East Tryon Rd, Raleigh, NC 27603.
The Risk Analyst II supports the organization's compliance and risk management efforts by interpreting regulatory changes, assessing their applicability to business operations, evaluating compliance with regulatory requirements, and documenting implementation plans to address any gaps. This role investigates customer complaints, drafts complaint responses, ensures adherence to established deadlines, and partners with Compliance and business stakeholders to address regulatory concerns, support agency inquiries, and collaborate with business unit leaders to develop and document remediation and implementation plans that promote ongoing compliance.
- Analyze and interpret federal, state, and local laws, regulations, statutes, and regulatory guidance to assess potential impacts on business operations, policies, and procedures.
- Evaluate departmental processes and controls to determine compliance with applicable regulatory requirements and identify areas of potential risk or non-compliance.
- Partner with business unit leaders and stakeholders to develop, implement, and monitor corrective action plans to address identified compliance gaps and mitigate regulatory risk.
- Review, investigate, and document customer complaints to identify potential regulatory, compliance, legal, operational, or reputational risks requiring escalation.
- Utilize complaint management systems to accurately categorize, track, and escalate complaints to Compliance in accordance with established governance processes.
- Perform thorough research and root-cause analysis of customer allegations by reviewing account documentation, system records, policies, procedures, and applicable regulatory requirements.
- Draft clear, accurate, and well-supported responses to customer complaints while ensuring adherence to applicable regulatory standards, internal policies, and service-level agreements (SLAs).
- Monitor complaint resolution timelines and proactively manage case inventories to ensure regulatory and internal response deadlines are consistently met.
- Assist Compliance with agency complaints and other risk-related inquiries.
- Identify emerging complaint trends, regulatory concerns, and control weaknesses; communicate findings and recommend process improvements to reduce risk exposure and enhance customer experience.
- Maintain detailed documentation supporting complaint investigations in accordance with record retention requirements.
Qualifications:
- Bachelor's Degree and 1 years' experience OR High School Diploma or GED/Equivalent and 5 years' experience in Risk Analytics or Analytics
Preferred Qualifications:
- Strong understanding of regulatory compliance, risk management, complaint handling, and issue management practices.
- Demonstrated ability to interpret complex laws, statutes, regulations, and regulatory guidance and translate requirements into actionable business processes and controls.
- Strong analytical, investigative, and problem-solving skills with the ability to identify root causes and propose practical solutions.
- Excellent written communication skills, including experience drafting customer-facing correspondence, executive summaries, and regulatory responses.
- Experience working with Compliance and business stakeholders in a highly regulated environment.
- Ability to manage multiple priorities, meet strict regulatory deadlines, and operate effectively in a fast-paced environment.
- Regulatory Compliance
- Detail oriented
- Interpersonal skills
- Analytical Reasoning
Additional Information:
Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.
This is a hybrid role with the expectation that time working will regularly take place inside and outside of the office located at 100 East Tryon Rd, Raleigh, NC 27603.
The Risk Analyst II supports the organization's compliance and risk management efforts by interpreting regulatory changes, assessing their applicability to business operations, evaluating compliance with regulatory requirements, and documenting implementation plans to address any gaps. This role investigates customer complaints, drafts complaint responses, ensures adherence to established deadlines, and partners with Compliance and business stakeholders to address regulatory concerns, support agency inquiries, and collaborate with business unit leaders to develop and document remediation and implementation plans that promote ongoing compliance.
- Analyze and interpret federal, state, and local laws, regulations, statutes, and regulatory guidance to assess potential impacts on business operations, policies, and procedures.
- Evaluate departmental processes and controls to determine compliance with applicable regulatory requirements and identify areas of potential risk or non-compliance.
- Partner with business unit leaders and stakeholders to develop, implement, and monitor corrective action plans to address identified compliance gaps and mitigate regulatory risk.
- Review, investigate, and document customer complaints to identify potential regulatory, compliance, legal, operational, or reputational risks requiring escalation.
- Utilize complaint management systems to accurately categorize, track, and escalate complaints to Compliance in accordance with established governance processes.
- Perform thorough research and root-cause analysis of customer allegations by reviewing account documentation, system records, policies, procedures, and applicable regulatory requirements.
- Draft clear, accurate, and well-supported responses to customer complaints while ensuring adherence to applicable regulatory standards, internal policies, and service-level agreements (SLAs).
- Monitor complaint resolution timelines and proactively manage case inventories to ensure regulatory and internal response deadlines are consistently met.
- Assist Compliance with agency complaints and other risk-related inquiries.
- Identify emerging complaint trends, regulatory concerns, and control weaknesses; communicate findings and recommend process improvements to reduce risk exposure and enhance customer experience.
- Maintain detailed documentation supporting complaint investigations in accordance with record retention requirements.
Qualifications:
- Bachelor's Degree and 1 years' experience OR High School Diploma or GED/Equivalent and 5 years' experience in Risk Analytics or Analytics
Preferred Qualifications:
- Strong understanding of regulatory compliance, risk management, complaint handling, and issue management practices.
- Demonstrated ability to interpret complex laws, statutes, regulations, and regulatory guidance and translate requirements into actionable business processes and controls.
- Strong analytical, investigative, and problem-solving skills with the ability to identify root causes and propose practical solutions.
- Excellent written communication skills, including experience drafting customer-facing correspondence, executive summaries, and regulatory responses.
- Experience working with Compliance and business stakeholders in a highly regulated environment.
- Ability to manage multiple priorities, meet strict regulatory deadlines, and operate effectively in a fast-paced environment.
- Regulatory Compliance
- Detail oriented
- Interpersonal skills
- Analytical Reasoning
Additional Information:
Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.
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Find Complaints Officer JobsComplaints Officer Job Market
Who's Hiring
Top Industries Hiring
- Science & Research
- Staffing & Recruiting
- Technology & Software
- Consulting & Professional Services
What Employers Look For
The qualifications that appear most often in complaints officer jobs.
- Two or more years of experience handling customer complaints or dispute resolution
- Strong written communication skills for formal complaint responses and regulatory correspondence
- Familiarity with relevant regulatory frameworks such as CFPB, FCA guidelines, or state insurance codes
- Proficiency with case management or customer relationship management software
- Demonstrated ability to interpret and apply policy in complex or ambiguous situations
- Bachelor's degree in business, law, public administration, or a related field
Tips for Your Complaints Officer Job Search
Tailor your resume to case outcomes
Complaints officers are hired on resolution results, not activity. Rewrite your bullet points to show how many cases you closed, how quickly, and at what satisfaction rate. Hiring managers scan for evidence of sound judgment under pressure, not just process adherence.
Apply early to roles that fit
Migrate Mate lists complaints officer openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Highlight your regulatory knowledge by sector
Financial services, insurance, and healthcare each have distinct complaint-handling frameworks. Name the specific regulations you've worked under, such as CFPB guidelines or state insurance codes, so your resume reads as sector-ready rather than generically transferable.
Prepare a scenario answer for every interview stage
Most complaints officer interviews center on behavioral questions about de-escalation, bias, and difficult decisions. Write out three real cases where you balanced empathy with policy, one per topic, and practice delivering each in under two minutes.
Search by regulatory body, not just job title
Openings are posted under titles like complaints analyst, resolution specialist, or customer advocacy officer. Searching by the governing regulator, such as CFPB or state ombudsman offices, uncovers roles that standard title searches miss.
Negotiate scope, not just salary
When you receive an offer, ask about caseload volume, escalation authority, and whether the role has input into policy changes. These factors affect burnout and career growth far more than base pay, and asking signals that you understand the job deeply.
Complaints Officer Jobs: Frequently Asked Questions
Which companies are hiring the most complaints officers?
The most active employers for complaints officers right now are Amgen, Deka Research & Development, and McCalla Raymer Liebert Pierce, and the most openings are in California, New Hampshire, and Ohio, based on current listings on Migrate Mate as of November 2026. Financial services and insurance firms consistently account for the largest share of open roles.
How many complaints officer jobs are remote?
About 43% of complaints officer openings are fully remote or hybrid as of November 2026, reflecting the written and phone-based nature of much of the work. Roles focused on written case correspondence and digital complaint management tend to offer the most remote flexibility, while positions requiring in-person regulatory liaison or multi-team escalation handling are more likely to be on-site.
How do you become a complaints officer?
Start by building experience in a customer-facing role where you handle disputes, escalations, or service recovery, since complaints officers need demonstrated judgment in high-stakes interactions. From there, develop your knowledge of the regulatory framework in your target sector, whether financial services, insurance, or healthcare. A bachelor's degree helps, and earning a relevant certification in dispute resolution or compliance strengthens your application considerably.
Can I get a complaints officer job with little or no experience?
Entry-level complaints officer roles do exist, particularly at large financial services firms and government agencies that run structured training programs. Your strongest asset without direct experience is documented exposure to complaint-adjacent work: customer service roles where you resolved disputes, volunteer ombudsman work, or any role requiring you to apply policy to individual cases. Emphasize written communication skills and any familiarity with regulatory or compliance frameworks in your cover letter.
What does the complaints officer interview process look like?
Most complaints officer interviews run two to three rounds. The first is typically a screening call focused on your experience with regulatory environments and case volume. A second round usually involves behavioral questions, often structured around the STAR method, covering de-escalation, ethical judgment, and policy interpretation. Some employers add a written exercise where you draft a formal complaint response, so practicing that format in advance is worth your time.
Where can I find and apply to complaints officer jobs?
You can find and apply to complaints officer jobs on Migrate Mate, which lists current openings from across the United States. Search by location, industry, or seniority level to narrow the results to roles that fit your background, then apply directly to each listing that matches what you're looking for.
See All 25 Complaints Officer Jobs
Find roles that match your experience and apply in just a few clicks.
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