Senior Complaints Specialist

📋 Description

• Investigate complex, escalated, and regulated customer complaints and determine appropriate
• Identify recurring issues, customer harm risks, and opportunities to improve processes.
• Collaborate with Operations, Legal, Compliance, Risk, and Product teams to strengthen controls and
• Work remotely in a detail-oriented, independent role with cross-functional collaboration.
• Support a culture of accuracy, accountability, continuous improvement, and customer advocacy.
• Remain compliant with regulatory expectations and internal standards while handling sensitive cases.

🎯 Requirements

• At least 1 year of experience handling regulatory or escalated customer complaints within a
• Experience conducting complaint investigations, documenting findings, locating root causes, and
• Practical knowledge of consumer financial regulations and applying them to investigations (FCRA
• Strong analytical skills to identify patterns and translate findings into recommendations.
• Excellent written and verbal communication for documenting sensitive issues clearly.
• Ability to work independently in a remote, digital-first environment.

🎁 Benefits

• Remote-first work: remote across the United States with occasional onsites.
• Compensation: U.S. hourly rate range generally dependent on location and experience.
• Additional compensation: bonus opportunities and equity grants for eligible employees.
• Retirement: 401(k) with company match up to limits.
• ESPP: Discounted stock purchase options for eligible employees.
• Healthcare: Medical, dental, and vision coverage; wellness resources.