Complaints Analyst (100% Remote)

Our Customer is an American financial services and digital payments company based in San Francisco, California. They’re working to help their diverse audiences — sellers, individuals, artists, fans, developers, and all the people in between — overcome barriers to access the economy.

Our Customer is seeking a highly motivated Complaints Analyst on a contract basis to help support their business needs. This role is 100% remote.

Responsibilities:

• Review and assess incoming complaints related to both consumer loans and business loans.
• Accurately identify the nature of complaints and categorize them appropriately.
• Investigate complaint details to determine the root cause and assess if they require further action.
• Respond to customer complaints in a professional and timely manner, ensuring clear communication and a resolution-oriented approach.
• Draft and send written responses to customers addressing their concerns and providing solutions, when possible.
• Offer guidance to customers on available options and the next steps, ensuring their concerns are acknowledged.

Skills and Qualifications:

• Bachelor’s degree in Business Administration, Finance, Risk Management, or a related field preferred.
• 1-3 years of professional experience with either a financial institution or payment provider preferred - must have
• Enjoy working in a fast-paced and rapidly changing start-up environment with the ability to quickly adapt to new situations and think on your feet
• Experience in direct customer-facing roles - Must Have
• Interest in implementing feedback and dedicated to the improvement of your skills and work
• Flexibility to adapt and able to manage multiple assignments while working independently
• Strong organizational, analytical, written, and verbal communication skills
• Superb attention to detail - Must Have
• Excellent time-management skills - Must Have
• A desire to help people and improve the customer experience
• Strong Internet research, Google Docs, and overall PC skills; SQL experience is a plus
• MacBook users preferred

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits: Medical, Dental, and 401k (no match)

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability