Complaints Analyst Iii (Fintech)

TL;DR

Complaints Analyst (Fintech): Providing support for hirify.global customers by investigating, troubleshooting, and responding to complaints, documenting issues and resolutions, and identifying gaps in processes. Focus on streamlining operations, enhancing efficiency, and relaying customer feedback to internal teams to drive impactful changes.

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

Salary: €56,700—€56,700 EUR

Company

hirify.global's mission is to increase economic freedom in the world by building the emerging onchain platform and the future global financial system.

What you will do

• Provide support for hirify.global customers by investigating, troubleshooting, and responding to complaints.
• Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations, resolving complex escalations with minimal guidance.
• Communicate with internal and external stakeholders in an effective and empathetic manner.
• Provide support for consumer complaints across all channels, spearheading thorough investigations and taking ownership of processes.
• Identify gaps in processes and propose actionable improvements to enhance efficiency and productivity.
• Assist the legal team in researching complex issues concerning customers and analyzing evidence.

Requirements

• Motivated by creating a seamless support experience for the 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.
• Minimum of 3 years of relevant experience in financial services, crypto, investigations, legal, or tech industry.
• Experience with different channels of support, including voice, e-mail, and chat.
• Ability to execute under pressure and within tight timelines while juggling multiple projects.

Nice to have

• Experience in project management, analytics, and/or vendor management.
• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
• Intermediate+ knowledge of hirify.global’s products and services, crypto ecosystem, and regulations impacting Web3 and cryptocurrency.

Culture & Benefits

• Medical, dental, and vision insurance covered at 100% for employees and a certain percentage for dependents.
• Life Assurance Benefit, Pension Scheme, and Long-Term Disability Benefit.
• Employee Stock Purchase Plan (ESPP) and generous time off/leave policy.
• Wellness Stipend, Mobile/Internet Reimbursement, and Connections Stipend.
• Learning and Development Allowance and Employee Assistance Program.