Full-Time

Complaints Senior Lead

Posted on 11/28/2024

Coinbase

Coinbase

5,001-10,000 employees

Digital currency wallet and transaction platform

Compensation Overview

$110.5k - $130kAnnually

+ Bonus + Equity + Benefits

Senior, Expert

Remote in USA

Remote position limited to candidates based in the USA.

Category
Legal
Risk & Compliance
Legal & Compliance
Required Skills
Data Analysis
Requirements
  • Bachelor’s degree in Business Administration, Legal Studies, Operations Management, or a related field
  • In-depth understanding of global regulatory frameworks for complaints management, including evolving requirements and expectations from regulators, including NYDFS, FCA and global consumer protection laws.
  • 7+ years of experience in complaints management, regulatory compliance, operations management, or a related field within a highly regulated industry.
  • Proven track record of leading complex, multi-regional compliance oversight, especially those involving regulatory alignment.
  • Working with global regulators such as NYDFS, FCA, FSPO, CBI, CFPB, or equivalent.
  • Preparing and presenting tailored reports for senior stakeholders, oversight committees, and regulatory bodies with confidence and precision.
  • Proficiency in analyzing complex datasets and transforming raw data into actionable insights, summaries, and trend predictions.
  • Exceptional stakeholder management skills, with the ability to build strong relationships across diverse teams (e.g., Legal, Compliance, Risk, and Product).
  • A proactive mindset for identifying opportunities for process improvements and implementing solutions to enhance compliance and efficiency.
  • Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced, evolving environment.
Responsibilities
  • Lead entity-level complaints management, ensuring compliance with global regulatory requirements, including NYDFS, FCA, FSPO, CBI, CFPB, and other regulatory bodies.
  • Develop and implement structured governance frameworks to align complaint-handling processes with each entity’s unique obligations.
  • Prepare regulatory reports and ensure audit readiness by providing comprehensive, accurate, and contextualized insights.
  • Oversee data validation and accuracy across complaints datasets, ensuring consistency and completeness across all Coinbase entities.
  • Create and present tailored reports for approximately 40 oversight meetings per quarter, including TL;DR summaries, RCA findings, and vulnerable customer insights.
  • Collaborate with stakeholders to identify key issues, trends, and actionable insights, aligning reporting to entity-specific needs and regulatory expectations.
  • Conduct in-depth RCAs to identify systemic issues driving complaints and recommend strategic solutions.
  • Develop and track remediation plans, collaborating with cross-functional teams to address root causes and improve customer experiences.
  • Drive process improvements to reduce complaint volumes, enhance SLAs, and meet emerging regulatory requirements.
  • Act as the primary contact for entity leadership and regulatory bodies, managing escalations and providing nuanced insights.
  • Partner with Legal, Compliance, Risk, and Customer Experience teams to ensure seamless integration of regulatory obligations into workflows and processes.
  • Engage with cross-functional teams, including Product and Operations, to address complaint trends and influence organizational priorities.
  • Prepare for and respond to internal and external audits, ensuring all regulatory inquiries are addressed effectively with comprehensive data and insights.
  • Serve as the escalation point for high-profile or complex complaints, leveraging expertise to provide resolutions that align with regulatory and business expectations.
  • Provide entity-specific insights on emerging trends and regulatory shifts, highlighting foreseeable challenges and opportunities.
  • Analyze data to predict trends, ensuring proactive alignment with evolving regulatory demands.
  • Create comprehensive documentation for complaints oversight processes, including methodologies tailored to unique entity requirements.
  • Train and upskill team members and stakeholders on interpreting data, conducting RCA, and preparing regulatory reports with actionable insights.
Desired Qualifications
  • Certification in compliance, risk management, or related fields (e.g., CAMS, CRCM).
  • Previous experience in the crypto or blockchain industries, with familiarity with the unique regulatory landscape of digital assets.
  • Familiarity with key regulatory initiatives such as MiCA and VASP licensing.

Coinbase provides a platform for buying, selling, and storing digital currencies like bitcoin, ethereum, and litecoin. Users can create a digital wallet to manage their cryptocurrency transactions easily. The platform is designed to be user-friendly, making it accessible for both merchants and consumers. Unlike many competitors, Coinbase focuses on building trust with its users through reliable services and a straightforward interface. The company's goal is to create an open financial system that promotes innovation and equal opportunity in the digital currency space.

Company Size

5,001-10,000

Company Stage

IPO

Headquarters

San Francisco, California

Founded

2012

Simplify Jobs

Simplify's Take

What believers are saying

  • Coinbase plans to hire 1,000 US employees, boosting its workforce by 27%.
  • The launch of 24/7 Bitcoin and Ethereum futures trading enhances market accessibility.
  • Coinbase Ventures' investment in Auto Legends highlights potential new revenue streams.

What critics are saying

  • Increased regulatory scrutiny in the U.S. could impact Coinbase's operations.
  • The rise of DeFi platforms poses a competitive threat to Coinbase.
  • Cryptocurrency price volatility can lead to significant revenue fluctuations for Coinbase.

What makes Coinbase unique

  • Coinbase offers a user-friendly platform for digital currency transactions.
  • The company provides custodial solutions, enhancing trust and security for users.
  • Coinbase's AI agent assists in trading and portfolio management, attracting tech-savvy investors.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

401(k) Company Match

Growth & Insights and Company News

Headcount

6 month growth

-4%

1 year growth

-3%

2 year growth

-5%
Yahoo News Malaysia
Mar 10th, 2025
Coinbase to Launch 24/7 Bitcoin and Ethereum Futures Trading in the U.S.

Coinbase Derivatives is looking to launch round-the-clock futures trading of bitcoin (BTC) and ether (ETH), the CFTC-regulated futures arm of the crypto exchange announced on Monday.

FF News
Mar 10th, 2025
Syz Capital Selects Coinbase to Launch Innovative BTC Alpha Fund

Syz Capital selects Coinbase to launch innovative BTC Alpha Fund.

MKN Crypto
Mar 9th, 2025
Coinbase Announces 1,000 New Jobs While Attending White House Crypto Summit - ZyCrypto

Coinbase Announces 1,000 New Jobs While Attending White House Crypto Summit ZyCrypto Credit: Source link

CryptoNews
Mar 8th, 2025
Trump's Crypto Support Drives Coinbase to Hire 1,000 in the U.S., Says CEO

Just two years ago, Coinbase had taken the opposite approach, laying off nearly 1,000 employees in January 2023 to cut operating costs by 25%.

Bit News Bot
Mar 8th, 2025
Coinbase Plans to Hire 1,000 US Employees Following Trump's Pro-Crypto Stance

Coinbase plans to hire 1,000 new employees in the US this year, potentially increasing its workforce by 27%.

INACTIVE