Complaints Specialist

About the role

This position is for a Complaints Specialist on the Operations team, focused on handling the most complex and business-critical complaints. The role involves taking full ownership of sensitive matters from start to finish, coordinating with teams across the business, and serving as a trusted resource for colleagues working through difficult cases.

Along with direct casework, you will contribute to improving operational quality through process enhancements, standard operating procedure revisions, and support for audits and other control activities. The ideal person for this role enjoys untangling complicated problems, improving how work is executed, and strengthening both quality standards and member experience.

Compensation and benefits

The base pay for this role starts at $61,000 and can go up to $85,000, depending on experience, skills, qualifications, and location. Full-time employees may also receive a bonus, equity, and a benefits package.

What you will do

• Lead end-to-end investigations for complicated complaints, including matters raised by regulators, bank partners, and executive-level escalations.
• Review account history, case details, and applicable policies to reach well-supported and defensible decisions.
• Explain case outcomes clearly and professionally to members through multiple communication channels.
• Act as a subject-matter expert and escalation contact for junior specialists by guiding them through tricky cases and recommended practices.
• Carry out clearly defined projects such as SOP revisions, user acceptance testing, and audit assistance, while maintaining high accuracy and quality.
• Contribute to quality control work by spotting recurring error patterns and turning those findings into useful feedback.
• Surface ideas to improve workflows, systems, and processes based on insights from frontline work.

What we are looking for

• At least 3 years of experience in customer support or operations within a regulated industry such as fintech or banking.
• A strong track record of resolving escalated and complex matters while applying policy and regulatory guidance appropriately.
• Excellent written and verbal communication skills, especially for de-escalation and member-facing conversations.
• Good judgment and comfort working through ambiguity, edge cases, and escalation decisions.
• Experience using data such as QC trends, dashboards, and case information to guide decisions and process improvements.
• Ability to work independently and manage priorities in a fast-moving, high-growth environment.
• Experience mentoring or supporting teammates and helping raise overall team quality.

About the company

The company is a financial technology organization focused on helping people make financial progress. Its products are designed to make core banking services easier to use, more helpful, and more accessible, with the goal of giving members better control over their finances and helping them reach personal milestones such as saving money, buying a car or home, starting a business, or pursuing education.

The culture emphasizes ownership, ambition, collaboration, accountability, and integrity. The team describes itself as motivated by members, driven to build thoughtfully, and committed to earning trust through high standards and inclusive teamwork.

Work arrangement

This is a remote position. For full-time regular employees, the organization also notes an office-connected hybrid policy for those near offices: four days in the office and Fridays from home, plus team and company events depending on location. Fully remote employees are also supported.

Additional information

The company states that it is a financial technology company, not a bank. Banking services are provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

The organization is an equal opportunity employer and considers qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or other protected status under applicable laws. It also considers applicants with criminal histories in line with relevant fair chance requirements and provides accommodation for candidates who need it during the hiring process. Contact for accommodation: benefits@chime.com.

Additional full-time employee benefits include backup child, elder, and/or pet care; a subsidized commuter benefit; 401(k) match; medical, dental, vision, life, and disability coverage; generous vacation time; company-wide paid days off; community service time; an annual wellness stipend; paid parental leave; Maven access with lifetime reimbursement for egg freezing, fertility treatment, adoption, and related needs up to $15,000; and access to in-person and virtual team events with snacks and activities.

The company also includes a privacy notice related to applicant data collection and use during the hiring process.

The role is intended for a challenging and meaningful opportunity with a highly experienced fintech team supporting financial progress for millions of people.