Complaints Specialist

<h2><span style="font-family: helvetica, arial, sans-serif;">About the role</span></h2> <p><span style="font-family: helvetica, arial, sans-serif;">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.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">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.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">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.</span></p> <h2><span style="font-family: helvetica, arial, sans-serif;">In this role, you can expect to</span></h2> <ul> <li><span style="font-family: helvetica, arial, sans-serif;">Own complex complaint investigations end-to-end, including cases from regulators, bank partners, and executive escalations</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Analyze case details, account history, and applicable policies to determine accurate, defensible outcomes</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Communicate outcomes clearly to members across multiple channels</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Act as an SME and escalation point for junior specialists, providing guidance on nuanced cases and best practices</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Execute well-scoped projects (e.g., SOP updates, UAT, audit support) with strong quality and attention to detail</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Support Quality Control efforts by identifying error trends and sharing actionable feedback</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Identify opportunities to improve workflows, tools, and processes based on frontline insights</span></li> </ul> <h2><span style="font-family: helvetica, arial, sans-serif;">To thrive in this role, you have</span></h2> <ul> <li><span style="font-family: helvetica, arial, sans-serif;">3+ years of experience in customer support or operations in a regulated environment (fintech, banking, etc.)</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Proven ability to handle complex, escalated issues and apply policy and regulatory guidance effectively</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Strong written and verbal communication skills, including de-escalation and member-facing communication</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Sound judgment and ability to navigate ambiguity, edge cases, and escalation decisions</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Experience using data (QC trends, dashboards, case data) to inform decisions and improvements</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Ability to manage workload independently in a fast-paced, high-growth environment</span></li> <li><span style="font-family: helvetica, arial, sans-serif;">Experience supporting or mentoring others and contributing to team-wide quality improvements</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif;">#LI-Remote #LI-EI1</span></p><div class="content-conclusion"><h2><span style="font-family: helvetica, arial, sans-serif;"><strong>A little about us</strong></span></h2> <p><span style="font-family: helvetica, arial, sans-serif;"&gt