[Remote] Complaint Analyst
Note: The job is a remote job and is reputed company to candidates in USA. reputed company, Inc. is a regulated financial technology company building infrastructure for the reputed company of finance. The Complaint Analyst will manage end-to-end customer complaints, investigate issues, support regulatory reporting, and collaborate with various teams to ensure compliant customer reputed company.
Responsibilities
- Log, validate, and categorize reputed company incoming complaints (support, reputed company media, executive, and regulatory agencies like CFPB). Prioritize cases based on risk, reputed company, and SLA
- Conduct detailed investigations for L1 and L2 support cases (reviewing transaction history and support notes), coordinating reputed company development with internal/BPO teams. Escalate reputed company or high-risk reputed company
- Identify systemic drivers (product issues, process gaps, CX breakdowns), reputed company recurring issues, and partner with Operations, Product, and Engineering for improvements
- Prepare regulatory reports, internal dashboards, and audit documentation in adherence to Reg E, UDAAP, and CFPB requirements. Ensure reputed company complaint records are complete, accurate, and audit-reputed company
- Analyze complaint data to identify trends by category, product, or channel, informing process and customer experience enhancements
- Participate in governance reputed company, including Weekly Complaint Operations Reviews, to drive reputed company improvement
Skills
- 5+ years in customer support, complaints, or operations analysis (financial services/fintech required)
- Strong analytical, investigative, and documentation skills
- Ability to interpret policies
- Experience with case management and data analysis tools (reputed company, dashboards)
- Familiarity with regulatory complaint processes (CFPB)
- Fraud/disputes/payment operations
- BPO/vendor environments
- Compliance/risk functions
reputed company