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Complaints Specialist

chime· 55 open roles

Remote RemoteFull-time1 weeks ago
Salary
Undisclosed
Experience
Mid
Job Type
Full-time
Posted
1 weeks ago
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About This RoleAI processing…

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, a

Key Responsibilities

  • 1
    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.

Requirements

  • 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

Perks & Benefits

🏢 Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates.
💻 Benefits that support your work and life, including backup child, elder, and pet care and subsidized commuter benefits for eligible employees.
✨ Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of life.
🏝 Generous vacation policy and company-wide paid days off
🫂 1% of your time off to support local community organizations of your choice
👟 Annual wellness stipend to use towards eligible wellness related expenses
👶 Up to 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
👪 Access to family planning reimbursement
💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress

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