Senior Complaints Analyst Iii (Fintech)

TL;DR

Senior Complaints Analyst (Fintech): Providing support for hirify.global customers that submitted complaints through different channels by investigating, troubleshooting and responding to complaints with an accent on gathering and documenting customer issues and resolutions. Focus on researching complex issues concerning customers, expertly analyzing evidence, and driving impactful changes across workflows, policies and tools.

Location: Primarily an in-office position, requiring flexibility to work from the office as needed by the business.

Salary: $90,700—$90,700 SGD. Total compensation also includes equity and bonus eligibility and benefits

Company

hirify.global's mission is to increase economic freedom in the world.

What you will do

• Provide support for hirify.global customers that submitted complaints through different channels by investigating, troubleshooting and responding to complaints.
• Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations and resolve complex escalations with minimal guidance.
• Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
• Take the reins in providing comprehensive support for consumer complaints across all pillars, spearheading thorough investigations across all channels and take ownership of processes or act as a Subject Matter Expert (SME) to analyze and understand existing workflows.
• Represent the voice of our customer in proactively driving impactful changes across workflows, policies and tools by succinctly relaying customer feedback in escalations to internal support teams and Complaints leadership.
• Assist our legal team in researching complex issues concerning customers, expertly analyzing evidence.

Requirements

• Motivated by our mission and creating a seamless support experience for our global customer base.
• Must work in a defined shift, as required by the business.
• Must work in the office, as and when required by the business.
• Complaints Analysts with compliance, regulatory, fraud, disputes background, legal background, or litigation experience.
• Minimum of 3 years of relevant experience in financial services, crypto, investigations, legal or tech industry.
• Possess phenomenal communication skills to confidently present information globally across multiple departments and stakeholders, ensuring effective communication at all levels.

Nice to have

• Experience in project management, analytics and/or vendor management.
• An advanced degree in Business, Finance, or Customer Experience (CX) is preferred but not mandatory
• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.

Culture & Benefits

• Group Medical Insurance covered at 100% for employees and dependants.
• Employee Stock Purchase Plan (ESPP).
• Generous Time Off/Leave Policy.
• Wellness Stipend.
• Mobile/Internet Reimbursement.
• Learning & Development Allowance.