Complaints Analyst II — Fintech Case Resolution Pro

Ascenra; Manila; On-site; PHP 765,000 - 935,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

Job summary

Coinbase is hiring a Complaints Analyst II in the Customer Experience Team to own escalated complaint cases from intake to closure. You will investigate complex issues across Payments, Identity, Crypto, and Compliance using internal tools and collaborate with cross-functional teams to drive timely outcomes.

Applicants should have 2+ years in consumer support or escalation within financial services, with strong written communication and a track record of independent case management.

Qualifications

• 2+ years of experience in consumer support, complaints handling, or escalation management within financial services, crypto, or fintech.
• Demonstrated ability to investigate escalated cases, trace issues to root cause, and drive independent resolution using CRM and case management tools.
• Proven track record of managing a full caseload independently, prioritizing multiple open cases and meeting service-level deadlines.
• Clear, accurate written communication for internal case documentation and customer-facing responses.

Responsibilities

• Own and resolve complaint-related escalations from intake through closure, within SLA targets.
• Investigate complex cases using Salesforce, Athena, and other tools to identify root causes and resolutions.
• Partner with Payments Risk, EDD, and Compliance to progress cases with external dependencies.
• Maintain accurate case records and update statuses daily for reporting and audits.
• Identify recurring issues and propose process improvements to Complaints leadership.

Skills

Consumer support

CRM tools

Root cause analysis

Written communication

Tools

Salesforce

Athena

Job description

Coinbase is hiring a Complaints Analyst II in the Customer Experience Team to own escalated complaint cases from intake to closure. You will investigate complex issues across Payments, Identity, Crypto, and Compliance using internal tools and collaborate with cross-functional teams to drive timely outcomes.

Applicants should have 2+ years in consumer support or escalation within financial services, with strong written communication and a track record of independent case management.