Complaints Analyst II
Core
Own and resolve escalated consumer complaint cases from intake through closure across Payments, Identity, Crypto, and Compliance pillars.
Role type
Senior IC complaints analyst
Builds
Resolved complex customer escalations and improved complaint handling processes
Domain
Financial services / Crypto / Fintech
Deliverable
client delivery
Required skills
Consumer support, complaints handling, escalation management, root cause analysis, case management tools, CRM, cross-functional partnership, written communication, process improvement
Preferred skills
Generative AI utilization
Technologies
Salesforce, Control Center, Athena
Responsibilities
Resolve escalated consumer complaint cases, investigate complex cases using internal tools, partner with internal teams to unblock cases, maintain accurate case records, identify recurring issue patterns and escalate process gaps
Seniority
Mid-level, hands-on IC