Complaints Analyst III

📋 Description

• Investigate and resolve assigned complaints by gathering account data, transaction history, and
• Maintain complete case records in Salesforce, including investigation notes, resolution rationale
• Escalate complex or ambiguous cases to your Supervisor or Complaints Lead with clear documentation
• Flag recurring complaint patterns or potential process gaps to leadership to support continuous
• Participate in calibration sessions, training, and nesting requirements to stay aligned on evolving

🎯 Requirements

• 1-2 years of experience in complaints handling, customer service, or dispute resolution within
• Demonstrated ability to draft clear, accurate written responses to customer complaints, with
• Track record of meeting SLA and quality targets in a high-volume, QC-reviewed production environment
• Proficiency in English (reading, writing, and speaking) with the ability to work defined shift
• Professional-level fluency in French (reading, writing, and speaking) with the ability to
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs

🎁 Benefits

• Pay Transparency Notice: The target annual base salary for this position can range as detailed