Complaint Analyst
Complaint Analyst responsible for end-to-end customer complaint management, including case intake, investigation, resolution coordination, regulatory reporting, trend analysis, governance, and continuous improvement.
Responsibilities
- Log, validate, and categorize incoming complaints
- Prioritize cases based on risk, impact, and service-level agreements
- Investigate L1 and L2 support cases
- Review transaction history and support notes
- Coordinate resolution development with internal and BPO teams
- Escalate complex or high-risk matters
- Identify systemic drivers and recurring issues
- Partner with Operations, Product, and Engineering on improvements
- Prepare regulatory reports, internal dashboards, and audit documentation
- Maintain complete, accurate, and audit-ready complaint records
- Analyze complaint trends by category, product, and channel
- Participate in complaint governance reviews
- Drive continuous improvement
Requirements
- 5+ years of experience in customer support, complaints, or operations analysis
- Financial services or fintech experience required
- Strong analytical, investigative, and documentation skills
- Ability to interpret policies
- Experience with case management and data analysis tools, including Excel and dashboards
- Familiarity with CFPB complaint processes
- Familiarity with fraud, disputes, or payment operations
- Familiarity with BPO or vendor environments
- Familiarity with compliance or risk functions
- US-based remote work, ideally aligned with Eastern Time