Complaints Specialist

About the role

We are hiring for a Complaints Specialist (L3) 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.

Responsibilities

• 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

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

Benefits

• Competitive salary based on experience
• 401k match plus great medical, dental, vision, life, and disability benefits
• Generous vacation policy and company-wide Chime Days, bonus 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 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.