Complaint Analyst
Summary
You investigate and resolve customer complaints for a fintech firm, logging cases, analyzing trends, and preparing regulatory reports.
You manage customer complaints from intake through resolution. You log, validate, categorize, and prioritize cases; investigate support issues; identify root causes; coordinate resolutions; escalate complex matters; prepare regulatory reports and audit documentation; analyze complaint trends; and support governance reviews and process improvements.
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
- Strong analytical skills
- Investigative skills
- Documentation skills
- Ability to interpret policies
- Experience with case management tools
- Experience with data analysis tools
- Familiarity with CFPB complaint processes
- Familiarity with fraud, disputes, or payment operations
- Familiarity with BPO or vendor environments
- Familiarity with compliance or risk functions