Complaints Escalation Coordinator I at RELX in Alpharetta, GA

Summary: RELX is responsible for managing complex consumer escalations through their Special Operations team. The Complaints Escalation Coordinator I will investigate and resolve high-risk consumer complaints while ensuring compliance with regulatory requirements and maintaining communication with internal and external stakeholders. 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 Required 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 Required Skills: Escalations management, Regulatory compliance, Analytical skills Important Skills: Investigative skills Benefits: Country specific benefits