Process Analyst (Fintech)

TL;DR

Process Analyst (Fintech): Supporting complaint intake, triage, and process improvement activities within a regulated financial services environment with an accent on accurate documentation, categorization, and regulatory compliance. Focus on identifying process gaps, managing complaint workflows in PEGA, and ensuring service level agreements are met.

Location: Must be based in the United States (W2 only)

Company

hirify.global is a professional services firm providing staffing and consulting solutions.

What you will do

• Perform initial review and triage of customer complaint submissions according to established service level agreements.
• Ensure complaint records are accurately documented and categorized within the PEGA management system.
• Conduct outbound calls and written communications to acknowledge complaints.
• Perform LRR (Law/Rule/Regulation) tagging and severity assessments for all intake documentation.
• Identify process gaps and operational improvement opportunities, escalating findings to leadership.
• Translate complex information into actionable reporting for business stakeholders.

Requirements

• Must be authorized to work in the US (W2 only, no C2C)
• Experience in complaint intake, management, or operational process analysis.
• Banking or financial services industry experience is required.
• Strong analytical, problem-solving, and organizational skills.
• Ability to interpret and categorize complex regulatory information accurately.
• Excellent written and verbal communication skills.

Nice to have

• Experience using PEGA complaint management systems.
• Knowledge of complaint handling regulations and compliance requirements.
• Experience performing business process analysis or workflow improvement initiatives.

Culture & Benefits

• Remote work arrangement.
• Contract position with a duration of 4+ months.
• Standard 8-hour workday structure.
• Visa sponsorship available for qualified candidates.