Description

You will investigate and resolve complex, high-impact complaints, owning sensitive cases end-to-end. You will partner with cross-functional teams, act as an escalation point, and improve processes through quality initiatives and SOP updates.

Requirements

• 3+ years experience in customer support or operations in regulated environment
• Proven ability to handle complex escalated issues with policy and regulatory guidance
• Strong written and verbal communication including de-escalation
• Sound judgment navigating ambiguity and edge cases
• Experience using data to inform decisions and improvements

Responsibilities

• Own complex complaint investigations from regulators, bank partners, and executive escalations
• Analyze case details and policies to determine accurate outcomes
• Communicate outcomes clearly across multiple channels
• Act as SME and escalation point for junior specialists
• Execute projects like SOP updates, UAT, and audit support