Remote Complaints Analyst – Fintech Experience

Queensland Health; Western Australia; Remote; AUD 79,000 - 96,000; Full time

Job summary

Coinbase is seeking a Complaints Analyst III to join the Global Complaints team within Customer Experience. You will investigate and resolve consumer, regulatory, and litigation support complaints, ensuring fair and timely responses across the end-to-end process.

Your responsibilities include gathering account data, transaction history, and communications, maintaining complete case records in Salesforce, and escalating complex cases with clear documentation.

Qualifications

• 1-2 years in complaints handling, customer service, or dispute resolution within financial services or regulated industries
• Ability to draft clear, accurate written responses to customer complaints using documented procedures
• Proven track record of meeting SLA and quality targets in high-volume environments
• Proficient in English with ability to work defined shift patterns
• Experience using AI tools with human oversight to improve workflow efficiency and quality

Responsibilities

• Investigate and resolve assigned complaints by gathering data, orders, and communications, delivering accurate responses within SLA timelines
• Maintain case records in Salesforce with investigation notes and resolution rationale, and submit for QC before closure
• Escalate complex cases with documentation to Supervisor or Complaints Lead
• Identify recurring patterns or process gaps and raise insights to leadership for improvement
• Participate in calibration sessions, training, and updates to stay aligned with quality standards

Job description

Coinbase is seeking a Complaints Analyst III to join the Global Complaints team within Customer Experience. You will investigate and resolve consumer, regulatory, and litigation support complaints, ensuring fair and timely responses across the end-to-end process.

Your responsibilities include gathering account data, transaction history, and communications, maintaining complete case records in Salesforce, and escalating complex cases with clear documentation.