Complaints Specialist

Chime Financial, Inc

5d•$76,000 - $105,000

About The Position

We are hiring for a Complaints Specialist (L3) 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 resource for others navigating nuanced issues. You’ll spend time working directly on complex complaints while also helping improve how we operate—through quality initiatives, SOP updates, and audit support. This is a great role for someone who enjoys solving tough problems, influencing how work gets done, and raising the bar for both quality and member experience. The base salary offered for this role and level of experience will begin at $76,000.00 and up to $105,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

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

Benefits

Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.
In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute
Competitive salary based on experience
401k match plus great medical, dental, vision, life, and disability benefits
Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off
1% of your time off to support local community organizations of your choice
Annual wellness stipend to use towards eligible wellness related expenses
Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress