Senior Customer Relations Analyst

Overview

The Senior Customer Relations Analyst is responsible for end-to-end handling and quality assurance of complex customer relations cases for the FR Market, including escalations with legal, regulatory, and reputational risk. The role ensures that case assessment, documentation, response language, and decisioning meet internal standards for accuracy, defensibility, and readiness prior to customer release, external submission (where applicable), or case closure. The position partners cross-functionally with Legal, Compliance, Risk, Privacy/Security, Reputation/Comms, Product, Quality, and Frontline teams to enable timely resolution, consistent complaint handling, and continuous improvement across the FR customer base.

Responsibilities

Duties and Responsibilities:

• Own the end-to-end investigation and resolution of complex complaints and escalations (including high-risk, repeat, and time-critical cases) from intake to closure, ensur...