Complaints Specialist

ABOUT THE ROLE We are seeking a highly skilled Complaints Specialist to join our Operations team at Chime. As a Complaints Specialist, you will be responsible for investigating and resolving complex and high-impact complaints, working closely with cross-functional teams, and serving as a go-to resource for others navigating nuanced issues. This is an ideal role for someone who enjoys solving tough problems, influencing how work gets done, and raising the bar for both quality and member experience. WHAT YOU'LL DO As a Complaints Specialist, you can expect to own complex complaint investigations end-to-end, analyze case details, and communicate outcomes clearly to members across multiple channels. You will also act as an SME and escalation point for junior specialists, execute well-scoped projects, support Quality Control efforts, and identify opportunities to improve workflows, tools, and processes based on frontline insights. WHAT YOU'LL NEED To thrive in this role, you will need 3+ years of experience in customer support or operations in a regulated environment, such as fintech or banking. You should have a proven ability to handle complex, escalated issues and apply policy and regulatory guidance effectively. You will also need strong written and verbal communication skills, including de-escalation and member-facing communication, sound judgment, and the ability to navigate ambiguity and edge cases. WHY REMOTE As a remote employee at Chime, you will have the flexibility to work from anywhere and enjoy a work-life balance that suits your needs. Our remote work environment allows you to be productive and efficient while also taking care of your personal and professional responsibilities. BENEFITS Chime offers a competitive salary range of $61,000 to $85,000, depending on your location, skills, qualifications, and experience. You will also be eligible for a bonus, competitive equity package, and benefits. Our full-time employees enjoy a range of benefits, including a bonus, competitive equity package, and benefits, which contribute to a fulfilling and rewarding career at Chime.