Complaints Escalation Coordinator I

RELX INC • Alpharetta, GA • 4h ago

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.

RequirementsRequired 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.

U.S. National Base Pay Range: $36,700 - $61,300. Geographic differentials may apply in some locations to better reflect local market rates.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here (https://www.relx.com/careers/join-us/benefits) to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.

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