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 Responsibilities

• 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.
• Provide feedback to product and service teams to address common pain points.

• 2–4 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.

Hireframe 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 flexibility
• Paid Time Off
• Health Maintenance Organization (HMO) coverage
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.