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Complaints Specialist

10 hours, 36 minutes ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
Chime

Chime

Chime is a financial technology company that offers banking services with no monthly fees, fee-free overdraft, and credit-building opportunities. They partner with regional banks to provide innovative and inclusive financial products, aiming to make fi...

Banks
1K-5K
Founded 2012
$2300M raised
View All Jobs 4

Description

  • 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 complaint outcomes clearly to members across multiple channels.
  • Serve as a subject matter expert and escalation point for junior specialists on nuanced cases and best practices.
  • Execute well-scoped projects such as SOP updates, UAT, and audit support with strong attention to quality.
  • 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 such as fintech or banking.
  • 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 such as QC trends, dashboards, and 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

  • Base salary starting at $61,000 and up to $85,000, depending on location, skills, qualifications, and experience.
  • Full-time employees are eligible for a bonus.
  • Full-time employees are eligible for a competitive equity package.
  • Flexible work setup with four days in the office and Fridays from home for employees near an office, plus a fully remote program for some roles.
  • Comprehensive health, financial, and wellbeing benefits.
  • Generous vacation policy and company-wide paid days off.
  • Annual wellness stipend for eligible wellness-related expenses.
  • Paid parental leave of up to 22 weeks for birthing parents and 12 weeks for non-birthing parents.
  • Backup child, elder, and pet care support, plus subsidized commuter benefits for eligible employees.
  • Family planning reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

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