Complaints Analyst - Remote

Overview

We are looking for a Complaints Analyst to join our team. In this role, you will play a pivotal role in ensuring customer feedback is handled effectively, complaints are resolved efficiently, and regulatory standards are met.

In Short

• Manage and resolve customer complaints in a timely and professional manner.
• Maintain a detailed log of all complaints received, ensuring accurate and complete records.
• Analyze complaints to identify trends, root causes, and areas for improvement.
• Collaborate with management to prepare weekly metrics on specific categories of complaints for senior management's review and insights.
• Conduct QA/QC checks on the complaint process to ensure that the service level aligns with the standards and expectations of customers and stakeholders.
• Ensure complaint handling processes meet applicable regulations and other industry-specific standards.
• Assist in preparing and submitting complaint reports to sponsor banks and regulatory authorities as required.
• Work with Member Success, Client Success, and Product teams to address systemic issues and enhance customer experiences.
• Liaise with the Risk and Compliance teams to ensure issues are escalated appropriately.
• Act as a voice of the customer by identifying recurring issues and advocating for process improvements.

Requirements

• Strong analytical skills.
• Excellent communication skills.
• Experience in customer service or complaints management.
• Knowledge of regulatory standards.
• Ability to work collaboratively with cross-functional teams.
• Detail-oriented with strong organizational skills.
• Proficient in data analysis and reporting.
• Experience with QA/QC processes.

Benefits

• Competitive salary.
• Health and wellness benefits.
• Opportunities for professional development.
• Flexible working hours.
• Supportive team environment.