Complaints Specialist
New
LI-RemoteFull-TimeMiddle
Salary$61,000 and up to $85,000
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Job Details
- Experience
- 3+ years
- Required Skills
- Data AnalysisCustomer support
Requirements
- 3+ years of experience in customer support or operations in a regulated environment (fintech, banking, etc.).
- Proven ability to handle complex, escalated issues and apply policy and regulatory guidance effectively.
- Strong written and verbal communication skills, including de-escalation and member-facing communication.
- Sound judgment and ability to navigate ambiguity, edge cases, and escalation decisions.
- Experience using data such as QC trends, dashboards, and case data to inform decisions and improvements.
- Ability to manage workload independently in a fast-paced, high-growth environment.
- Experience supporting or mentoring others and contributing to team-wide quality improvements.
Responsibilities
- Own complex complaint investigations end-to-end, including cases from regulators, bank partners, and executive escalations.
- Analyze case details, account history, and applicable policies to determine accurate, defensible outcomes.
- Communicate outcomes clearly to members across multiple channels.
- Act as an SME and escalation point for junior specialists, providing guidance on nuanced cases and best practices.
- Execute well-scoped projects like SOP updates, UAT, and audit support.
- Support Quality Control efforts by identifying error trends and sharing actionable feedback.
- Identify opportunities to improve workflows, tools, and processes based on frontline insights.
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