Remote Complaints Analyst III—Drive Fair Outcomes

Art Processors; Alice Springs; Híbrido; AUD 79 000 - 96 000; Tempo integral

Resumo da oferta

Coinbase is seeking a Complaints Analyst III to join the Global Complaints team within Customer Experience. You will investigate consumer, regulatory, and litigation support complaints to deliver fair outcomes for customers.

The Global Complaints team is responsible for handling complaints end-to-end across three units, and you'll own assigned cases from intake through resolution, ensuring every customer receives a thorough, accurate, and timely response.

Qualificações

• 1–2 years in complaints handling or customer service in financial services, fintech, or a regulated industry.
• Draft clear, accurate written responses to customer complaints per procedures and escalation paths.
• Track record of meeting SLA and quality targets in a high-volume environment.
• Proficient English (reading, writing, speaking) with flexible shift availability.
• Responsible use of generative AI with human oversight.

Responsabilidades

• Investigate and resolve assigned complaints by gathering data and communications within defined SLA timelines.
• Maintain complete case records in Salesforce and submit cases for QC review before closure.
• Escalate complex or ambiguous cases with clear documentation of issue and assessment.
• Flag recurring patterns or process gaps to leadership to drive improvements.
• Participate in calibration sessions, training, and Nesting requirements to stay aligned with quality standards.

Conhecimentos

Complaints handling

Customer service

Dispute resolution

SLA targets

English proficiency

AI usage

Descrição da oferta de emprego

Coinbase is seeking a Complaints Analyst III to join the Global Complaints team within Customer Experience. You will investigate consumer, regulatory, and litigation support complaints to deliver fair outcomes for customers.

The Global Complaints team is responsible for handling complaints end-to-end across three units, and you'll own assigned cases from intake through resolution, ensuring every customer receives a thorough, accurate, and timely response.