Complaints Specialist
About The Position
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 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 $61,000 and up to $85,000. 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. In this role, you can expect to 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
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
- Bonus
- Competitive equity package
- Backup child, elder, and/or pet care
- Subsidized commuter benefit
- 401k match
- Medical benefits
- Dental benefits
- Vision benefits
- Life benefits
- Disability benefits
- Generous vacation policy
- Company-wide Chime Days
- Company-wide paid days off
- 1% of your time off to support local community organizations
- Annual wellness stipend
- Up to 24 weeks of paid parental leave for birthing parents
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
