The opportunity
We are hiring for a Complaints Specialist to help investigate and resolve our most complex and high-impact complaints on our Operations team. As our Complaints Specialist, you will own sensitive cases end-to-end, partner closely with cross-functional teams, and act as a go-to…
What you'll do
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
What they're looking for
- Identify opportunities to improve workflows, tools, and processes based on frontline insights
- + 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
