Complaints Analyst III

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

📋 Description

• Conduct investigations and provide resolutions for assigned consumer, regulatory, and litigation support complaints.

• Collect account information, transaction history, and customer communications.

• Provide precise responses within specified SLA timelines.

• Ensure comprehensive case documentation in Salesforce, including investigation notes, rationale for resolutions, and correspondence with customers.

• Submit cases for quality control review prior to closure.

• Escalate complicated or unclear cases to the Supervisor or Complaints Lead.

• Identify recurring complaint trends and potential process deficiencies to inform leadership.

• Engage in calibration sessions, training, and nesting requirements.

• Manage assigned cases from initial intake through to resolution.

⛳️ Requirements

• 1-2 years of experience in handling complaints, customer service, or dispute resolution within the financial services, fintech, or regulated sectors.

• Capability to compose clear and accurate written responses to customer complaints.

• Experience in applying documented procedures and escalation protocols within a structured environment.

• Proven ability to meet SLA and quality standards in a high-volume, QC-reviewed production setting.

• Proficient in English (reading, writing, and speaking).

• Availability to work defined shift patterns as required by business needs.

• Advanced fluency in French (reading, writing, and speaking).

• Capacity to investigate and respond to complaints from French-speaking customers.

• Responsible utilization of generative AI with appropriate human oversight.

🏝️ Benefits

• Eligibility for equity and bonuses.

• Comprehensive medical, dental, and vision benefits.

• Quarterly in-person working sessions (“surges”).

• Reasonable accommodations provided for individuals with disabilities.

• Free compatible screen reader available.