Complaint Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Record, validate, and classify all incoming complaints (including support, social media, executive, and regulatory agencies such as CFPB)

• Assess and prioritize cases based on risk, impact, and service level agreements (SLA)

• Perform thorough investigations for Level 1 and Level 2 support cases (analyzing transaction history and support notes)

• Collaborate on resolution development with internal and BPO teams

• Escalate complex or high-risk issues as necessary

• Identify systemic issues (product-related problems, process deficiencies, customer experience breakdowns) and monitor recurring problems

• Work in partnership with Operations, Product, and Engineering teams to implement improvements

• Compile regulatory reports, internal dashboards, and audit documentation to comply with Reg E, UDAAP, and CFPB standards

• Ensure all complaint records are thorough, accurate, and prepared for audits

• Analyze complaint data to uncover trends by category, product, or channel

• Engage in governance meetings, including Weekly Complaint Operations Reviews, to promote ongoing improvement.

⛳️ Requirements

• Over 5 years of experience in customer support, complaints, or operations analysis (financial services/fintech experience required)

• Excellent analytical, investigative, and documentation capabilities

• Proficient in interpreting policies

• Experience using case management and data analysis tools (such as Excel and dashboards)

• Knowledge of regulatory complaint procedures (CFPB), fraud/disputes/payment operations, BPO/vendor environments, and compliance/risk functions

🏝️ Benefits

• Successful completion of a post-offer background check and drug screening is required

• Bakkt is committed to fostering diversity within its workforce and takes pride in being an equal opportunity employer.