Customer Trust Complaints Analyst

Summary

Join Mercury as a Complaints Analyst and contribute to enhancing customer experience by meticulously investigating complaints. You will analyze standard and regulatory complaints from banking partners and customers, ensuring procedural compliance and identifying areas for improvement. Your responsibilities include leading thorough investigations, documenting findings, coordinating with stakeholders, and drafting responses. This role demands strong analytical and communication skills, experience in banking or fintech complaint processing, and familiarity with banking regulations. Mercury offers a competitive total rewards package including base salary, equity, and benefits.

Requirements

• Have 3+ years of hands-on experience processing complaints in banking or fintech, with a proven track record of thorough investigation and documentation
• Have a sharp eye for detail and strong analytical skills, particularly when reviewing customer interactions to ensure procedural alignment
• Bring experience in handling regulatory complaints and a solid understanding of related compliance requirements
• Possess excellent documentation skills, with the ability to create clear and comprehensive investigation reports
• Have a background in financial services operations or compliance
• Demonstrate exceptional written and verbal communication skills, enabling effective collaboration with both internal and external stakeholders
• Be familiar with banking regulations, such as UDAAP, Reg E, Reg Z, and others

Responsibilities

• Lead thorough investigations of customer complaints, reviewing interactions and documentation with methodical precision
• Assess whether our established procedures were followed correctly, maintaining objectivity throughout the review process
• Coordinate with banking partners on joint investigations when necessary
• Document findings comprehensively, ensuring all relevant evidence and procedural steps are captured
• Partner with the relevant stakeholders on regulatory complaints, ensuring meticulous investigation and documentation
• Review customer communication histories with heightened attention to compliance requirements
• Prepare detailed response documentation that meets regulatory standards
• Maintain precise tracking of regulatory complaint timelines and requirements
• Conduct follow-up communications with customers when investigations reveal the need for additional information or clarification
• Draft clear, concise responses that address the core issues identified in your investigation
• Work with relevant teams to implement immediate corrections when investigations reveal procedural gaps
• Maintain detailed records of all resolution steps and outcomes

Benefits

• Base salary
• Equity (stock options)
• Benefits