Complaints Analyst
About The Position
Are you someone who enjoys digging into details, solving problems, and making a real impact on the customer experience? Join Central Payments as a Complaints Analyst, where you’ll play a key role in ensuring customer concerns are handled thoughtfully, thoroughly, and in compliance with regulatory standards—all while growing your career in fintech. Be part of a growing fintech company where compliance and customer experience go hand in hand. Gain hands-on exposure to regulatory frameworks and complaint management processes. Work alongside a collaborative, supportive team that values learning and development. Build a strong foundation for a career in compliance, risk, or fintech operations.
Requirements
- Strong attention to detail and organizational skills
- Developing analytical and problem-solving abilities
- Clear written and verbal communication skills
- Ability to manage multiple priorities in a fast-paced environment
- A team-oriented mindset with a willingness to learn
- Familiarity with Microsoft Office tools
- Associate degree or equivalent in business, finance, law, or a related field
Nice To Haves
- experience with Smartsheet is a plus
- Basic understanding of consumer protection regulations is a plus
- Internship or 1–2 years of experience in compliance, risk, customer service, or a related area preferred
Responsibilities
- Assist in the intake, logging, and tracking of customer complaints, including those received through partner banks
- Support the investigation and resolution process under the guidance of senior team members
- Ensure all complaints are documented accurately and in alignment with regulatory and internal standards
- Help identify trends and contribute to root cause analysis to drive continuous improvement
- Assist in preparing reports on complaint metrics, trends, and key performance indicators (KPIs)
- Maintain organized records to support audit and exam readiness
- Collaborate with cross-functional teams such as Operations, Risk, Marketing, and Partner Success
- Escalate complex or high-risk complaints appropriately
- Participate in testing complaint logs from partners to ensure accuracy and completeness
- Assist in documenting testing results and reporting findings
- Stay current on regulatory requirements including UDAAP, Regulation E, and GLBA
- Support complaint process integration for new program implementations
- Assist with the coordination and facilitation of annual partner complaint management trainings to support regulatory compliance and operational consistency
Benefits
- A hybrid work environment with flexibility
- Opportunities for professional growth and development
- A supportive team culture where your voice is heard
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
11-50 employees
