Complaints Specialist

About the role

We are hiring for a Complaints Specialist to help investigate and resolve our most complex and high-impact complaints on our Operations team. As our Complaints Specialist, you will own sensitive cases end-to-end, partner closely with cross-functional teams, and act as a go-to resource for others navigating nuanced issues.

You’ll spend time working directly on complex complaints while also helping improve how we operate—through quality initiatives, SOP updates, and audit support. This is a great role for someone who enjoys solving tough problems, influencing how work gets done, and raising the bar for both quality and member experience.

The base salary offered for this role and level of experience will begin at $61,000 and up to $85,000. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to

Own complex complaint investigations end-to-end, including cases from regulators, bank partners, and executive escalations

Analyze case details, account history, and applicable policies to determine accurate, defensible outcomes

Communicate outcomes clearly to members across multiple channels

Act as an SME and escalation point for junior specialists, providing guidance on nuanced cases and best practices

Execute well-scoped projects (e.g., SOP updates, UAT, audit support) with strong quality and attention to detail

Support Quality Control efforts by identifying error trends and sharing actionable feedback

Identify opportunities to improve workflows, tools, and processes based on frontline insights

To thrive in this role, you have

3+ years of experience in customer support or operations in a regulated environment (fintech, banking, etc.)

Proven ability to handle complex, escalated issues and apply policy and regulatory guidance effectively

Strong written and verbal communication skills, including de-escalation and member-facing communication

Sound judgment and ability to navigate ambiguity, edge cases, and escalation decisions

Experience using data (QC trends, dashboards, case data) to inform decisions and improvements

Ability to manage workload independently in a fast-paced, high-growth environment

Experience supporting or mentoring others and contributing to team-wide quality improvements

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