Complaints Specialist

📋 Description

• Own complex complaint investigations end-to-end, incl regulator cases
• Analyze case details, history, and applicable policies to determine outcomes
• Communicate outcomes clearly to members across multiple channels
• Act as an SME and escalation point for junior specialists
• Execute well-scoped projects (SOP updates, UAT, audits) with strong quality
• Identify opportunities to improve workflows, tools, and processes from frontline insights

🎯 Requirements

• 3+ years in customer support or ops in fintech/banking
• Proven ability to handle complex escalations with policy/regulatory guidance
• Strong written and verbal communication, including de-escalation
• Sound judgement; navigate ambiguity and escalation decisions
• Experience using data (quality trends, dashboards) to inform decisions
• Able to manage workload independently in a fast-paced, high-growth environment

🎁 Benefits

• In-office policy with four days in office and Fridays remote for those near offices
• Backup child/elder/pet care and commuter benefit
• 401k match plus medical, dental, vision, life, and disability benefits
• Generous vacation policy and company-wide Chime Days
• 1% of your time off to support local community organizations
• Annual wellness stipend for eligible expenses