Senior Complaints Analyst

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Requirements:

• Minimum of 4 years of relevant experience in financial services, crypto, investigations, legal, or tech industries
• Experience in complaints management, compliance, regulatory, legal, or fraud/disputes resolution
• Familiarity with various support channels, including voice, email, and chat
• Strong investigative mindset, able to trace problems to their root causes and dive into complex or unusual issues
• Exceptional adaptability in meeting the demands of a high-growth, fast-paced organization
• Outstanding communication skills, capable of presenting information effectively across multiple departments and stakeholders
• Proven ability to perform under pressure, managing tight timelines and juggling multiple priorities
• Meticulous attention to detail, with excellent proofreading and accuracy

Responsibilities:

• Swiftly gather, analyze, and document customer issues and resolutions with efficiency and precision
• Lead comprehensive investigations for regulatory complaints, consumer arbitrations and litigation cases, collaborating closely with internal legal and compliance teams
• Resolve advanced escalations independently by leveraging available tools and resources
• Address persistent customer issues by enhancing CX processes and ensuring compliance with legal standards
• Assist the legal team in researching complex customer-related issues and analyzing evidence to support cases
• Maintain and manage organized documentation for legal and regulatory purposes, demonstrating expert-level data handling skills
• Use data to uncover trends, compile visual reports, and provide actionable insights on complaints and customer demographics
• Provide feedback to internal teams to drive policy changes and workflow improvements based on investigative findings
• Perform advanced data querying and analysis to ensure data accuracy and support decision-making processes
• Effectively communicate and build relationships with stakeholders at all organizational levels and external audiences
• Represent the organization in small claims court, providing witness testimony and declarations based on investigative data
• Adapt to a fast-paced, ever-evolving work environment, showing flexibility and a commitment to continuous learning
• Actively contribute to team projects, process improvement initiatives, and operational changes to improve overall team performance