Consumer Lending Complaints & Investigations Specialist

Investigate complex cases. Protect customers. Strengthen banking practices.   Bring your lending or credit product knowledge into a role where your judgement can make a meaningful difference. Join Morgan Stanley’s U.S. Banks Non-Financial Risk team in Budapest and investigate customer complaints involving banking products, lending services, account activity, and regulatory obligations.   In this highly analytical role, you will examine evidence, connect the facts, determine root causes, and deliver clear, well-supported outcomes. You will work with colleagues across Compliance, Legal, Risk, Operations, and the business, gaining exposure to international banking activities and evolving consumer-protection expectations.   This is an exciting next step for professionals from consumer lending, credit operations, loan servicing, credit risk, complaints investigations, banking compliance, operational risk, internal audit, or regulatory advisory who enjoy solving complex cases and turning findings into stronger controls and better customer outcomes.   In the Legal & Compliance division, we support the Firm’s business objectives by overseeing legal, regulatory, and franchise risk. This position within the Consumer Banking & Lending Compliance team.   Since 1935, Morgan Stanley has been a global leader in financial services, continuously evolving and innovating to better serve our clients and communities in more than 40 countries.   What you’ll do   Independently investigate complaints involving consumer banking, lending products, servicing, operations, and customer accounts   Review account records, transaction history, servicing systems, correspondence, call recordings, policies, and supporting evidence   Analyse complex cases, establish the facts, and deliver fair, accurate, and timely resolutions   Prepare clear responses to customers, regulatory agencies, and escalated complaint matters   Maintain complete, accurate, and well-supported case files, documenting investigation steps, findings, decisions, and corrective actions   Identify root causes, operational gaps, complaint trends, and emerging risks   Classify complaints using established categories, severity levels, and regulatory criteria   Escalate credible legal, regulatory, conduct, or systemic concerns through the appropriate governance channels   Support complaint risk assessments and gap analyses by evaluating processes, controls, requirements, and trends   Explore how technology and AI can improve investigations, case management, quality, and operational efficiency   What you’ll bring   4–8 years of relevant experience in consumer lending, credit operations, loan servicing, credit risk, complaints investigations, banking compliance, operational risk, internal audit, or regulatory advisory   Practical knowledge of lending or credit products and the customer lifecycle   Strong investigative skills, with the ability to evaluate information from multiple sources and reach evidence-based conclusions   Sound judgement and confidence handling sensitive, ambiguous, or higher-risk matters   Strong written communication skills and the ability to produce clear, accurate, and well-structured case documentation   An understanding of consumer banking regulations or experience researching regulatory requirements   Excellent organisation and time-management skills, with the ability to manage several cases and competing deadlines   A proactive, collaborative approach and the confidence to work independently   Bachelor’s degree and proficiency in Microsoft Word, Excel, and PowerPoint   Why join us?   Apply your lending and credit knowledge in an engaging, investigation-focused role   Work on complex international cases with real customer, regulatory, and business impact   Broaden your experience across consumer banking, complaints, compliance, and non-financial risk   Develop valuable expertise in root-cause analysis, regulatory response, risk