Complaints Specialist (Banking)

Location: Onsite in Richardson, TX or Draper, UT, United States

Company

Marcus by hirify.global is a digital consumer bank providing online savings accounts and Certificates of Deposit directly to individual customers.

What you will do

• Investigate and resolve escalated customer complaints related to US Deposits products and services.
• Manage an assigned complaint portfolio while meeting service level agreements and monthly performance targets.
• Research complex customer concerns, identify root causes, and recommend appropriate solutions.
• Partner with internal teams to improve processes, reduce manual handoffs, and support automation initiatives.
• Handle inbound requests and conduct outbound follow-up communications with customers and Front Office teams.
• Maintain quality, productivity, accuracy, schedule adherence, risk management, and compliance standards.

Requirements

• Strong analytical, investigative, and problem-solving skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Excellent written and verbal communication skills with exceptional attention to detail.
• Ability to provide and receive constructive feedback professionally.
• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
• Commitment to continuous learning, accuracy, quality, and risk management.

Nice to have

• Experience handling escalated customer complaints, disputes, or complex service issues.
• Background in deposits, banking operations, financial services, or a regulated environment.
• Experience conducting investigations and documenting findings under regulatory and compliance requirements.
• Ability to balance customer advocacy with risk, policy, and regulatory considerations.

Culture & Benefits

• Training and development opportunities supporting professional and personal growth.
• Firmwide diversity and inclusion networks.
• Wellness and personal finance offerings.
• Mindfulness programs and reasonable accommodations during recruitment.