Complaints Analyst III
Core
Investigate and resolve consumer, regulatory, and litigation support complaints to deliver fair outcomes for Coinbase customers.
Role type
Senior IC complaints analyst
Builds
End-to-end complaint resolution cases across consumer, regulatory, and litigation units
Domain
Fintech / Financial services / Customer experience
Deliverable
client delivery
Required skills
Complaint investigation, Dispute resolution, Case management, SLA adherence, Written communication, Process improvement, Quality calibration, Shift work adaptability
Preferred skills
Generative AI usage, French language fluency
Technologies
Salesforce
Responsibilities
Gather account data and transaction history to resolve assigned complaints, Maintain complete case records in Salesforce including investigation notes and resolution rationale, Escalate complex or ambiguous cases to leadership with clear documentation, Flag recurring complaint patterns or process gaps to support continuous improvement, Participate in calibration sessions and training to align on evolving quality standards
Seniority
Mid-level, hands-on IC