Complaint Analyst

Position Summary

Complaint Analyst sought for end-to-end customer complaint management within a growing Neobank. Core function involves investigating complaints, identifying root cause, supporting regulatory reporting, and ensuring fair, compliant customer outcomes in collaboration with the Complaint Manager, BPO partners, and cross-functional teams.

Key Responsibilities

• Intake & Case Management: Log, validate, and categorize all incoming complaints (support, social media, executive, and regulatory agencies like CFPB). Prioritize cases based on risk, impact, and SLA.
• Investigation & Resolution: Conduct detailed investigations for L1 and L2 support cases (reviewing transaction history and support notes), coordinating resolution development with internal/BPO teams. Escalate complex or high-risk matters.
• Root Cause Analysis: Identify systemic drivers (product issues, process gaps, CX breakdowns), track recurring issues, and partner with Operations, Product, and Engineering for improvements.
• Reporting & Documentation: Prepare regulatory reports, internal dashboards, and audit documentation in adherence to Reg E, UDAAP, and CFPB requirements. Ensure all complaint records are complete, accurate, and audit-ready.
• Data Analysis: Analyze complaint data to identify trends by category, product, or channel, informing process and customer experience enhancements.
• Governance & Process: Participate in governance cadence, including Weekly Complaint Operations Reviews, to drive continuous improvement.

Qualifications

• Required Experience: 5+ years in customer support, complaints, or operations analysis (financial services/fintech required). Location: US Remote (ideally EST).
• Skills: Strong analytical, investigative, and documentation skills. Ability to interpret policies. Experience with case management and data analysis tools (Excel, dashboards).
• Preferred Qualifications: Familiarity with regulatory complaint processes (CFPB), fraud/disputes/payment operations, BPO/vendor environments, and compliance/risk functions.

Bakkt is devoted to having diversity in its workforce and is proud to be an equal opportunity employer. Bakkt does not make any employment decisions based on race, color, religion, sex, national origin, veteran status, disability, age, sexual orientation, gender identity or any other characteristic protected by law. Must successfully pass a post-offer background check and drug screen. 

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