Complaints Analyst III
Core
Own end-to-end investigation and resolution of consumer, regulatory, and litigation support complaints to ensure fair, timely, and compliant outcomes.
Role type
Senior IC complaints analyst (financial services)
Builds
Accurate complaint resolutions and litigation support documentation
Domain
Financial services / Crypto / Fintech / Regulated industry
Deliverable
client delivery
Required skills
Complex case investigation, Cross-functional coordination, Regulatory framework application, Trend analysis, Mentorship, High-volume case management
Preferred skills
Generative AI utilization
Technologies
Generative AI
Responsibilities
Lead complex and escalated cases requiring cross-functional coordination with Legal, Compliance, Payments Risk, and EDD teams. Support the legal team by researching complex customer issues, analyzing evidence, and preparing documentation for litigation matters. Identify recurring complaint patterns and process gaps, using data to compile trend analyses and recommend actionable improvements. Drive quality improvements by mentoring junior analysts and participating in calibration sessions.
Seniority
Senior, hands-on IC
