Job Description

As a Complaints Analyst II within Customer Experience Team, you'll own the full resolution of escalated consumer complaint cases from intake through closure. This team provides elevated support to complaints agents by investigating and resolving complex customer escalations across consumer support pillars, including Payments, Identity, Crypto, and Compliance. You'll investigate root causes using internal tools, partner cross-functionally to unblock cases with external dependencies, and drive timely outcomes within defined service levels.

What you'll do:

• Own and resolve complaint-related support escalations from intake through closure, ensuring cases are completed accurately and within defined service-level targets.
• Investigate complex consumer cases using internal tools including Salesforce, Control Center, and Athena to trace issues to root cause and determine appropriate resolution paths.
• Partner with internal teams such as Payments Risk, EDD, and Compliance to progress cases with external dependencies and unblock stalled escalations.
• Maintain accurate case records and update statuses daily to support operational tracking, reporting, and audit requirements.
• Identify recurring issue patterns and escalate process gaps to Complaints leadership with clear documentation and recommendations for improvement.

Required Skills and Experience:

• 2+ years of experience in consumer support, complaints handling, or escalation management within financial services, crypto, or fintech.
• Exposure to one or more pillars including Payments, Identity, Crypto, or Compliance.
• Demonstrated ability to investigate escalated cases, trace issues to root cause, and drive independent resolution using CRM and case management tools (e.g., Salesforce, Athena).
• Proven track record of managing a full caseload independently.
• Ability to prioritize multiple open cases simultaneously.
• Consistently meeting service-level deadlines.
• Clear, accurate written communication for both internal case documentation and customer-facing responses.
• Ability to summarize complex issues concisely.
• Utilizes generative AI responsibly with human oversight.

Salary Details:

The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical,dental,and vision). Annual base salary range (excluding bonus): ₱849800 PHP

Benefits for Philippines employees:

• Medical & Dental insurance covered at 100% for employees and dependants
• Group Personal Accidental Insurance 24 times basic monthly salary
• Group Term Life Insurance 24 times basic monthly salary
• Wellness Stipend
• Mobile/Internet Reimbursement
• Learning and Development Allowance
• Employee Assistance Program
• Travel Medical Policy - Global Traveler
• Travel Fertility Benefits
• Generous Time Off/Leave Policy