Complaints Analyst

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.This is a full-time position and will follow US business working hours. Duties and ResponsibilitiesManage 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.Provide feedback to product and service teams to address common pain points.Requirements2–4 years of experience in complaint management, customer service, or a related role, preferably within the FinTech, banking, or payments industries.Strong analytical skills with the ability to identify trends and root causes.Excellent English verbal and written communication skills.Proficient in using Microsoft programs.High attention to detail and accuracy in record-keeping.Understanding of payment systems and/or card programs is an asset.BenefitsHireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:Permanent remote work flexibilityPaid Time OffHealth Maintenance Organization (HMO) coverageAnnual performance bonusesDedicated coaches offer an extra channel of support and skill-buildingOpportunities for professional growthAt Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.Originally posted on Himalayas

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