Complaints Management Associate

Thorough research, document, and resolve customer complaints submitted to regulatory agencies such as CFPB, BBB, etc., to determine underlying issues related to customers’ complaints.

Ensure a sense of urgency and consistency in handling complaints, adhering to standard policies and procedures.

Analyze customer complaints using strong analytical and problem-solving skills.

Draft clear, concise, and well-structured written responses to regulatory agencies, addressing each element of the complaint in compliance with legal and regulatory standards.

Maintain a positive attitude and proactively absorb training materials and development opportunities.

Identify emerging trends and potential compliance risks within complaints and escalate them to appropriate stakeholders for proactive remediation in a timely manner.

Collaborate with internal teams, including Compliance, Risk, Legal, and Customer Service, to resolve complex complaints and drive corrective actions.

Utilize documented processes, problem-solving skills, and creativity to resolve complex issues and provide tailored solutions.

Maintain accurate records of all complaint investigations and resolutions in accordance with regulatory and company requirements.

Proactively manage complaint resolution timelines, ensuring adherence to strict regulatory deadlines and internal service level agreements.

Stay current on evolving regulatory and compliance requirements, ensuring complaint handling aligns with industry best practices and legal obligations.

Drive results by meeting and exceeding key performance indicators (KPIs) with a focus on continuous improvement.

Recommend process improvements to enhance the complaint resolution framework, reduce repeat complaints, and improve the customer experience.

~3 years of experience in regulatory complaints management, risk, compliance, financial services, or related field.

Excellent written communication skills, with the ability to draft professional, structured, and legally sound responses to regulatory bodies.

C1 (Advanced) English level competency.

Experience in handling complaints, compliance, or regulatory background.

Strong analytical and problem-solving skills to assess complaints, identify root causes, and develop effective resolutions.

High attention to detail, ensuring accuracy and consistency in investigations, documentation, and responses.

Ability to work effectively with cross-functional teams.

Proven ability to work in a fast-paced, deadline-driven regulatory environment.

Strong sense of urgency and ownership, ensuring complaints are handled efficiently and in alignment with compliance deadlines.

Ability to navigate complex situations while maintaining a customer-centric approach and regulatory compliance.

Positive and optimistic attitude, welcoming challenges.

Strong ability to balance priorities and multitask effectively.

Strong interpersonal and communication skills.

Empathy and customer-centric mindset.

Adaptability and resilience in a fast-paced environment.

Proactive and self-motivated attitude.

Team collaboration and relationship-building skills.

Critical thinking and decision-making abilities.

Consumer/customer protection regulatory experience (e.g., CFPB, OCC, FDIC, UDAAP), with the ability to adapt to evolving processes, standards, and regulatory requirements.

Familiarity with complaint management platforms and tools such as Zendesk, Inspector, Galileo CST, Box, Slack, Looker, or similar solutions.

Experience with data analysis tools to track trends and report complaint insights.

Experience working in a financial technology firm, neobank, or similar environment.

Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) to enhance complaint resolution workflows.

Experience responding to high-profile regulatory agency complaints and working with legal teams on escalations.