Complaint Analyst

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