Complaints Handler (Fintech)

Location: Georgia-based, fully remote

Company

hirify.global is an investment platform focused on automated, long-term investing through exchange-traded funds.

What you will do

• Investigate and resolve customer complaints and escalations, including complex, sensitive, and time-critical cases.
• Review evidence impartially and make fair, proportionate decisions based on customer circumstances and impact.
• Write clear, accurate, and empathetic final responses in plain English.
• Manage a caseload of approximately 12 complaints per week while meeting internal SLAs and regulatory deadlines.
• Work with Operations, Customer Experience, and other teams to gather information and resolve underlying issues.
• Identify root causes and contribute to complaints MI, insights, and process improvements.

Requirements

• Experience investigating customer complaints, escalations, or disputes in financial services, fintech, banking, payments, brokerage, or another regulated or high-volume customer operations environment.
• Sound judgement and the ability to apply policy, process, and customer context to reach fair outcomes.
• Excellent written English at C1 level or above, with strong grammar and spelling.
• Strong time management and the ability to work independently while managing multiple deadlines.
• A curious, analytical mindset and confidence working with spreadsheets to identify patterns.

Nice to have

• Experience handling formal complaints in a UK FCA-regulated business, including familiarity with DISP or Consumer Duty.
• Knowledge of investment products such as ISAs, SIPPs, or ETFs.
• Experience with root-cause analysis or complaints MI reporting.
• Experience using Zendesk or similar case-management tools.

Culture & Benefits

• Fully remote work for Georgia-based employees with flexible time management.
• Meaningful customer-impact work from the start.
• Opportunities to gain experience in regulation, governance, and fintech operations.
• Clear communication, transparent decision-making, and cross-functional collaboration.
• Support from an experienced team and opportunities to help shape a newly established Complaints function.

Hiring process

• CV review by the Talent team.
• Gamified cognitive assessment and a representative test task.
• Talent interview, skills interview with the Complaints team, and final interview with senior leadership.