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Complaint Analyst Jobs in Dallas, TX (NOW HIRING)

Newrez

Verbal Complaint Specialist I

Coppell, TX · On-site

... analyses, insurance documents, loan origination documents, credit reports, tax lines, etc ... complaint from an agency, and then make a final call to the consumer to discuss the resolution ...

Newrez LLC

Verbal Complaint Specialist I

Coppell, TX · On-site

... analyses, insurance documents, loan origination documents, credit reports, tax lines, etc ... complaint from an agency, and then make a final call to the consumer to discuss the resolution ...

NewRez LLC

Verbal Complaint Specialist I

Coppell, TX · On-site

... analyses, insurance documents, loan origination documents, credit reports, tax lines, etc ... complaint from an agency, and then make a final call to the consumer to discuss the resolution ...

State Bank of Texas

Compliance Analyst

Irving, TX

The Compliance Analyst is responsible for conducting compliance risk management activities in ... complaint management, advertising and disclosure reviews, and CRA-related activities. ESSENTIAL ...

State Bank of Texas

Compliance Analyst

Irving, TX · On-site

The Compliance Analyst is responsible for conducting compliance risk management activities in ... complaint management, advertising and disclosure reviews, and CRA-related activities. ESSENTIAL ...

State Bank of Texas

Compliance Analyst

Irving, TX · On-site

The Compliance Analyst is responsible for conducting compliance risk management activities in ... complaint management, advertising and disclosure reviews, and CRA-related activities. ESSENTIAL ...

Sunflower Bank NA

Compliance Analyst II

Dallas, TX · Hybrid

$63K - $68K/yr

Description Compliance Analyst II Dallas, TX Hybrid options available. MUST HAVE: Compliance ... complaint management as well as the tracking and reporting of such activities. Other ...

Newrez

Verbal Complaints Specialist II

Coppell, TX · On-site

$15.75 - $20.25/hr

Primary Function The Verbal Complaint Specialist II is responsible for supporting the Performing ... analyses, insurance documents, loan origination documents, credit reports, tax lines, etc ...

NewRez LLC

Verbal Complaints Specialist II

Coppell, TX · On-site

$15.75 - $20.50/hr

Primary Function The Verbal Complaint Specialist II is responsible for supporting the Performing ... analyses, insurance documents, loan origination documents, credit reports, tax lines, etc ...

Newrez LLC

Verbal Complaints Specialist II

Coppell, TX · On-site

$15.75 - $20.25/hr

Primary Function The Verbal Complaint Specialist II is responsible for supporting the Performing ... analyses, insurance documents, loan origination documents, credit reports, tax lines, etc ...

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Complaint Analyst information

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$38.6K

$67.9K

$96.5K

How much do complaint analyst jobs pay per year?

As of May 28, 2026, the average yearly pay for complaint analyst in Dallas, TX is $67,917.00, according to ZipRecruiter salary data. Most workers in this role earn between $65,300.00 and $68,300.00 per year, depending on experience, location, and employer.

What Does a Complaint Analyst Do?

The responsibilities of a complaint analyst include taking complaints and inquiries from the general public, which can be for the misconduct of attorneys, faulty medical devices, defective products, illegal or unfair actions by insurance companies, and more. In entry-level positions, you are responsible for the intake of complaints through the phone, walk-in visits, and online. Working for attorneys, you determine whether complaints should be filed, if the matter is not misconduct, and if the client should be directed to another department. In the medical device and product industry, you work closely with doctors and other industry personnel, make detailed documentation of all complaints, conduct investigations, and report issues or events regarding returned and defective products. In the insurance industry, you work to investigate complaints of unfair or unlawful conduct by insurance companies, adjusters, and producers; make referrals for administrative enforcement; or informally resolve each issue. Other duties include maintaining computer records and preparing reports as needed.

What are the key skills and qualifications needed to thrive as a Complaint Analyst, and why are they important?

To thrive as a Complaint Analyst, you need strong analytical skills, attention to detail, and a background in business, law, or a related field. Familiarity with case management systems, CRM software, and regulatory compliance tools is typically required. Excellent written communication, problem-solving abilities, and customer service orientation help you resolve issues effectively and maintain positive stakeholder relationships. These skills are vital for accurately investigating complaints, ensuring compliance, and protecting organizational reputation.

How do Complaint Analysts typically balance investigative work with customer communication responsibilities?

Complaint Analysts often juggle in-depth investigations with timely communication to customers and internal teams. A typical week involves reviewing complaint details, gathering relevant documentation, collaborating with subject matter experts, and providing updates or resolutions to customers. Balancing these tasks requires strong organizational skills and the ability to prioritize urgent cases while ensuring all parties are kept informed. Clear communication and empathy are key, as analysts must explain findings in an understandable way while maintaining professionalism and regulatory compliance.

What are Complaint Analysts?

Complaint Analysts are professionals who review, investigate, and resolve customer complaints within an organization. They analyze complaint data to identify trends, ensure compliance with regulatory requirements, and recommend improvements to products, services, or processes. Complaint Analysts often communicate with customers, internal teams, and regulatory bodies to ensure issues are handled efficiently and appropriately.

What is the difference between Complaint Analyst vs Customer Service Representative?

AspectComplaint AnalystCustomer Service Representative
Required credentialsTypically a bachelor’s degree in business, communications, or related fieldHigh school diploma or equivalent; some roles prefer post-secondary education
Work environmentOffice setting, analyzing complaints, and dataCall centers, retail, or service environments interacting directly with customers
Employer and industry usageFinancial services, insurance, healthcare, and manufacturingRetail, telecommunications, hospitality, and service industries
Common search and comparison intentUnderstanding roles involving complaint resolution and data analysisCustomer interaction and support roles

Complaint Analysts focus on reviewing and resolving complaints through data analysis, often working behind the scenes. Customer Service Representatives handle direct customer interactions, providing support and resolving issues in real-time. While both roles involve customer concerns, Complaint Analysts emphasize data and process, whereas Customer Service Reps focus on direct communication.

More about Complaint Analyst jobs
What are popular job titles related to Complaint Analyst jobs in Dallas, TX? For Complaint Analyst jobs in Dallas, TX, the most frequently searched job titles are:
What job categories do people searching Complaint Analyst jobs in Dallas, TX look for? The top searched job categories for Complaint Analyst jobs in Dallas, TX are:
What cities near Dallas, TX are hiring for Complaint Analyst jobs? Cities near Dallas, TX with the most Complaint Analyst job openings:
Complaint Analyst jobs near you
Infographic showing various Complaint Analyst job openings in Dallas, TX as of May 2026, with employment types broken down into 100% Full Time. Highlights an 89% In-person, and 11% Remote job distribution, with an average salary of $67,917 per year, or $32.7 per hour.
Verbal Complaint Specialist I

Verbal Complaint Specialist I

Newrez

Coppell, TX • On-site

Full-time

Medical, Dental, Vision, Retirement

Posted 13 days ago

Newrez rating

5.7

Company rating: 5.7 out of 10

Based on 22 frontline employees who took The Breakroom Quiz

Job description

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We're a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that's why we invest in your growth, wellbeing, and ability to make an impact.

Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

Primary Function

The Verbal Complaint Specialist I is responsible for supporting the Performing Loan Servicing division by investigating and responding to consumer complaints that are received by the Inbound Customer Service Center, allowing other areas of the division to focus on "live" Customer Service efforts and call volume. Verbal Complaints may be related to issues with payments, Escrow (taxes and insurance), our Website, Late Charges, Collections, Credit Reporting, etc. (all aspects of Performing Loan Servicing). This position is designed to resolve consumer complaints quickly before they escalate to a written or Regulatory complaint, to prevent more risk and exposure to the company, and improve the overall customer experience.

The Verbal Complaint Specialist I will work with various department leaders within the Performing division, to investigate and get issues resolved for the consumer. They will also be responsible for the outreach and further communication to consumers, after the complaint is received. They will be required to acknowledge the complaint, provide follow ups or status updates when needed, and eventually provide final resolution for the consumer over the phone. The goal of the Verbal Complaint Specialist I is to prevent additional phone calls and additional complaints from the consumer, by providing them with a point of contact, reassurance, and continuous communication until a resolution is reached. This position will require excellent customer service and verbal communication skills, and the ideal candidate is someone who takes pride in problem solving and customer satisfaction.

Principal Duties

  • Make outbound calls to consumers within 24 hours of receiving a verbal complaint, to acknowledge the complaint and provide a point of contact until resolution.

  • Make outbound calls to consumers every 3 days to provide status updates on their complaint, or an ETA, until a resolution is reached.

  • Research the consumer's loan to determine the problem and next steps toward resolution. This will require some experience with reading and understanding payment/transaction summaries, escrow analyses, insurance documents, loan origination documents, credit reports, tax lines, etc.

  • Follow up with other department leaders on tasks that their department needs to complete before a resolution can be reached for the consumer (getting a payment posted correctly, having an escrow analysis completed, getting their Homeowners insurance or property taxes paid, removing a late notation from a credit report, etc.).

  • Make outbound calls to consumers when a resolution is reached, to discuss the resolution and confirm satisfaction with the consumer.

  • Assist the Regulatory Complaint team by making outbound calls to acknowledge that we received the consumer's complaint from an agency, and then make a final call to the consumer to discuss the resolution prior to the team submitting their written response to the agency.

  • Updating and maintaining the database for verbal complaints, with details of the complaints and resolutions, for tracking and reporting purposes.

  • Assist with inbound Customer Service calls when needed.

  • Performs related duties as assigned by supervisor.

Education and Experience Requirements

  • High School Diploma or equivalent required.

Knowledge, Skill, and Ability Requirements

  • Superior Customer Service and verbal/phone communication skills is a must.

  • Well-rounded knowledge of Mortgage and Consumer finance a plus.

  • Intermediate knowledge of MS Word, MS Excel, Outlook, and MS Access needed.

  • Familiarity with ILS systems needed.

  • Excellent work ethic, high productivity, and acute attention to detail needed.

  • Must possess a short learning curve related to assimilation of new skills and tasks.

  • Follow up skills and a strong sense of accountability are a must.

  • Superior organizational skills needed.

  • Ability to multi-task as well as quickly adapt to changing work assignments.

Additional Information:

While this description is intended to be an accurate reflection of the position's requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

Why Newrez

We're a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits:

We offer benefits, programs, and perks that support you in every aspect of your life.

  • Medical, dental, and vision insurance

  • Health Savings Account with employer contribution

  • 401(k) Retirement plan with employer match

  • Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave

  • Adoption Assistance

  • Tuition & Certification reimbursement

  • Employee Mortgage Loan Program

  • The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships

Newrez NOW:

Through Newrez NOW, our Corporate Social Responsibility program, you'll have opportunities to give back, lead, and make a difference.

  • 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)

  • Matching Gifts Program - dollar-for-dollar up to $1,000

  • Access to grants, nonprofit resources, and volunteer opportunities

  • More than $6,000,000 donated since 2020

  • 1 in 5 employees participates in at least one Employee Resource Group (ERG)

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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