Complaints Analyst II

• Own and resolve complaint-related support escalations from intake through closure, ensuring cases are completed accurately and within defined service-level targets.
• Investigate complex consumer cases using internal tools including Salesforce, Control Center, and Athena to trace issues to root cause and determine appropriate resolution paths.
• Partner with internal teams such as Payments Risk, EDD, and Compliance to progress cases with external dependencies and unblock stalled escalations.
• Maintain accurate case records and update statuses daily to support operational tracking, reporting, and audit requirements.
• Identify recurring issue patterns and escalate process gaps to Complaints leadership with clear documentation and recommendations for improvement.

Required Skills and Experience

• 2+ years of experience in consumer support, complaints handling, or escalation management within financial services, crypto, or fintech, with exposure to one or more pillars including Payments, Identity, Crypto, or Compliance.
• Demonstrated ability to investigate escalated cases, trace issues to root cause, and drive independent resolution using CRM and case management tools (e.g., Salesforce, Athena, or similar).
• Proven track record of managing a full caseload independently, prioritizing multiple open cases simultaneously, and consistently meeting service-level deadlines.
• Clear, accurate written communication for both internal case documentation and customer-facing responses, with the ability to summarize complex issues concisely.
• Full-time, in-office presence five days a week in Hyderabad, India, with availability to support the team's operational schedule.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

P76094