Complaints Specialist
New
C
Chime Financial, IncFintech
Remote, USAFull-TimeMiddle
Salary$61,000 and up to $85,000
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Job Details
- Experience
- 3+ years
- Required Skills
- Data AnalysisMentorshipCustomer 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 (QC trends, dashboards, 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 (e.g., SOP updates, UAT, audit support) with strong quality and attention to detail
- 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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