Complaints Analyst

Contract      Operations      Los Angeles, California



Los Angeles, California

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Role: Complaints Analyst
6 month contract – 100% remote
Start date: May 2024

The Customer Experience team at our digital bank client is building the team to handle increased volume of customer complaints as the bank launched their first loan product and will continue to launch new products.  The role is high profile working directly with the Head of Customer Experience and two other team members.

Required Skills:

  • Complaints experience – working the complaints queue (preferably in a bank)
  • Knowledge / understanding of complaints for a bank
  • Excel – basic skills / data entry / data validation
  • Data analysis / reporting – prepare daily, weekly, monthly reports of complaints data
  • Strong communication and collaboration – talk with customers and team members
  • Problem solving skills
  • Proactive, positive attitude
  • Able to thrive in start up environment

Nice to have:

  • Engage system
  • Come up with ideas / creative improvements, particularly as new products launch
  • Analyze complaints data, identify trends and areas to focus

Role / Responsibilities:

  • Role to help with increase of volume in the Customer Complaints department as the business grows and launches new products. 
  • Will manage the day-to-day complaints and the reporting component due to regulatory requirements.
  • Role will focus on the data entry / data analyst work – completing data reporting, validate data, preparation of the daily, weekly, monthly reporting.
  • Will work with the call center team and be part of “the queue” workflow managing day to day complaints.
  • Complaints will come directly to the successful candidate – they will be required to research, talk with customers, and move through the process to resolution and reporting.
  • Someone with a positive attitude who is proactive, collaborative and creative and can bring new ideas on improvements in a start up environment will be a great fit for the team!

Exciting opportunity to be part of the team building a brand new digital bank from the ground up, with the stability of a Top Global Bank parent company.

Heitmeyer Consulting is an equal opportunity employer and we encourage all qualified candidates to apply. Qualified applicants will be considered without regard to minority status, gender, disability, veteran status or any other characteristic protected by law.

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