Complaints Analyst

Location: Remote

Duration: Contract

Responsibilities of Digital Alliance

• Responsible for providing support for customers that submitted complaints through different channels by investigating troubleshooting and responding to complaints if necessary.
• Manage prioritize and respond to Tier 2 issues inquiries and escalations.
• Communicate with internal and external stakeholders in an effective tactical and empathetic manner.
• Set a high bar for support analysts within the organization by setting an example through performance and work ethic.
• Take ownership of processes or act as a Subject Matter Expert (SME) to analyze and understand existing workflows.
• Identify gaps in processes and propose actionable improvements to enhance efficiency.
• Proactively lead efforts to streamline operations and boost productivity.
• Play a key role in shaping and optimizing internal processes for sustainable growth and success.
• Represents the voice of our customer in proactively driving impactful changes across workflows policies and tools by succinctly relaying customer feedback in escalations to internal support teams and Complaints leadership.
• Investigate and respond to regulatory complaints submitted by customers to regulators with adherence to specified SLAs and quality standards.

Requirements for Digital Alliance

• Minimum of 2 years of relevant experience in financial services technology and/or customer support
• Must have account management experience Trust and Safety background experience in handling concerns related to scams and social engineering attacks Complaints
• Must have Compliance or Regulatory background Fraud or Disputes Risk
• Must have a Fraud/Account Investigation experience Chargeback Claw back and Strong analytical skill in reviewing customers accounts. Access
• Must have Account Management experience background in troubleshooting iOS Android Web PC/Laptop) which is very important in probing CX complaints of general Unable to Login complaints
• Must have Crypto experience gained in a Crypto company or through personal trading Experience with different channels of support including voice email social and/or chat.
• Fantastic communication skills in order to operate globally across multiple departments and stakeholders.
• Flexible and adaptable to meeting the evolving needs of a highgrowth and fast paced organization.
• Must be able to read write and speak in English.
• Plan and prioritize work in a resourceful and effective manner that allows you to meet commitments
• Must work in a defined shift as required by the business.
• Language Requirements English and French