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About the role
Key responsibilities & impact- Investigate and resolve assigned consumer, regulatory, and litigation support complaints
- Gather account data, transaction history, and customer communications
- Deliver accurate responses within defined SLA timelines
- Maintain complete case records in Salesforce, including investigation notes, resolution rationale, and customer correspondence
- Submit cases for QC review before closure
- Escalate complex or ambiguous cases to the Supervisor or Complaints Lead
- Flag recurring complaint patterns and potential process gaps to leadership
- Participate in calibration sessions, training, and nesting requirements
- Own assigned cases from intake through resolution
Requirements
What you’ll need- 1-2 years of experience in complaints handling, customer service, or dispute resolution within financial services, fintech, or a regulated industry
- Ability to draft clear, accurate written responses to customer complaints
- Experience applying documented procedures and escalation paths in a structured environment
- Track record of meeting SLA and quality targets in a high-volume, QC-reviewed production environment
- Proficiency in English (reading, writing, and speaking)
- Ability to work defined shift patterns as required by the business
- Professional-level fluency in French (reading, writing, and speaking)
- Ability to investigate and respond to complaints from French-speaking customers
- Responsible use of generative AI with human oversight
Benefits
Comp & perks- Equity and bonus eligibility
- Medical, dental, and vision benefits
- Quarterly in-person working sessions (“surges”)
- Reasonable accommodations for individuals with disabilities
- Free compatible screen reader available