• Review and validate executive, regulatory, and partner-bank complaints for accuracy, completeness, tone, and compliance. • Ensure correct complaint classification, documentation standards, and root-cause attribution aligned with Reg E, Reg Z, UDAAP, and partner-bank requirements. • Run quality reviews and targeted audits to confirm SLA adherence, response quality, and program consistency across internal and BPO workflows. • Lead investigations into critical escalations, coordinating cross-functionally to ensure a full-scope analysis and durable resolution. • Write clear, empathetic summaries of findings and recommendations for internal stakeholders and partner-bank partners. • Use SQL and analytics tools to identify trends, monitor KPIs (volume, repeats, SLA performance, regulatory distribution), and surface emerging risks. • Build and maintain dashboards and reporting that connect complaint data to VoC/QA signals and business outcomes. • Translate insights into actionable recommendations across training, policy, controls, and product improvements. • Support partner-bank reviews, due diligence requests, audits, and quarterly governance reporting with strong documentation and crisp storytelling.