Complaints Analyst III
AI
Coinbase is seeking a Complaints Analyst III to investigate and resolve consumer, regulatory, and litigation support complaints within the Global Complaints team. The role requires 1-2 years of experience in complaints handling or dispute resolution in financial services or fintech, with strong written communication and SLA adherence.
What you'll do
- Investigate and resolve assigned complaints by gathering account data, transaction history, and customer communications, delivering accurate responses within defined SLA timelines
- Maintain complete case records in Salesforce, including investigation notes, resolution rationale, and customer correspondence, and submit cases for QC review before closure
- Escalate complex or ambiguous cases to your Supervisor or Complaints Lead with clear documentation of the issue and your initial assessment
What you need
Must-have
Complaints handlingCustomer serviceDispute resolutionSalesforceGenerative AI
Soft skills
Written communicationEscalation managementAttention to detailTime management
Complaints AnalystCustomer ExperienceFintechFinancial ServicesRemoteFull-timeSalesforceDispute ResolutionSLAGenerative AI