Senior Complaints Analyst
Posted on 3/14/2023
United States
Experience Level
Desired Skills
Customer Service
  • 2+ years of experience in Fintech or Consumer Banking or
  • 5+ years of experience in customer service ideally in complaints
  • An act-like-an-owner mentality. We have a bias toward taking action
  • Strong interpersonal, analytical, investigative and problem solving skills
  • Outstanding verbal and written communication skills
  • Ability to understand complex process connectivity
  • Demonstrating the 3 H's; Humble, Honest, and Hungry
  • Proven de-escalation techniques and abilities
  • Positive attitude and willingness to work with teammates on accomplishing tasks and responsibilities on an ongoing basis
  • Ability to work independently
  • Competitive cash
  • Benefits effective on day one
  • Early access to a high potential, high growth fintech
  • Generous stock option packages in an early-stage startup
  • Remote friendly (anywhere in the US) and office friendly - you pick the schedule
  • Flexible time off programs - vacation, sick, paid parental leave, and paid caregiver leave
  • 401(k) plan with match
  • Be a key contributor in the improvement of policies and procedures, as a result of complaint trends
  • Reinforce superior quality assurance and provide real-time coaching to Complaint investigators
  • Assist department leader with complex tasks that include, but are not limited to, escalated complaints, SLA report reviews, as well as workflow and queue monitoring
  • Handle escalated complaints from start to finish within required SLA
  • Provide direct responses to complaints received from regulatory bodies
  • Perform routine complaint case reviews, ensuring that adequate resolutions were provided to customer complaints
  • Ability to prioritize while managing multiple open complaints and deadlines
Desired Qualifications
  • ZenDesk Experience is a plus
ONE Finance

201-500 employees

Financial optimization & savings platform
Company Overview
One's mission is to help millions of people save and grow their money. The company offers a free digital spending and saving account that organizes your money into different categories for saving, spending and sharing.