Related skills
data analysis compliance customer service audit sop📋 Description
- Own complex complaint investigations end-to-end, including regulators and exec escalations
- Analyze case details, history, and policies to determine outcomes
- Communicate outcomes clearly to members across channels
- Act as SME and escalation point for junior specialists; provide guidance
- Execute focused projects (SOP updates, UAT, audit support) with quality
- Support QC by identifying error trends and sharing feedback
🎯 Requirements
- 3+ years in customer support or ops in regulated fintech/banking
- Proven ability to handle complex escalations and apply policy guidance
- Strong written/verbal communication, including de-escalation and member-facing
- Sound judgment navigating ambiguity and escalation decisions
- Experience using data (QC trends, dashboards) to inform decisions
- Ability to manage workload independently in a fast-paced environment
🎁 Benefits
- In-office policy: four days in office, Fridays remote, plus events
- In-office perks: backup child/elder/pet care and subsidized commuter benefit
- 401k match plus comprehensive health benefits
- Generous vacation policy and company-wide paid days off
- 1% time off to support local community orgs
- Annual wellness stipend for eligible expenses
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