Complaints Analyst

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Requirements:

• 2–4 years of experience in complaint management, customer service, or a related role, preferably in FinTech, banking, or payments.
• Strong analytical skills to identify trends and root causes.
• Excellent verbal and written communication skills in English.
• Proficient in using Microsoft programs.
• High attention to detail and accuracy in record-keeping.
• Understanding of payment systems and/or card programs is an asset.

Responsibilities:

• Manage and resolve customer complaints in a timely and professional manner.
• Maintain a detailed log of all complaints received, ensuring accurate and complete records.
• Analyze complaints to identify trends, root causes, and areas for improvement.
• Collaborate with management to prepare weekly metrics on specific categories of complaints for senior management's review and insights.
• Conduct QA/QC checks on the complaint process to ensure that the service level aligns with standards and expectations.
• Ensure complaint handling processes meet applicable regulations and industry standards.
• Assist in preparing and submitting complaint reports to sponsor banks and regulatory authorities.
• Work with Member Success, Client Success, and Product teams to enhance customer experiences.
• Liaise with Risk and Compliance teams to escalate issues appropriately.
• Act as a voice of the customer by identifying recurring issues and advocating for process improvements.
• Provide feedback to product and service teams to address common pain points.