[Hiring] Complaint Analyst @Bakkt

Role Description

Complaint Analyst sought for end-to-end customer complaint management within a growing Neobank. Core function involves:

• Investigating complaints
• Identifying root cause
• Supporting regulatory reporting
• Ensuring fair, compliant customer outcomes in collaboration with the Complaint Manager, BPO partners, and cross-functional teams

Qualifications

• 5+ years in customer support, complaints, or operations analysis (financial services/fintech required)
• Location: US Remote (ideally EST)
• Strong analytical, investigative, and documentation skills
• Ability to interpret policies
• Experience with case management and data analysis tools (Excel, dashboards)

Requirements

• Log, validate, and categorize all incoming complaints (support, social media, executive, and regulatory agencies like CFPB)
• Prioritize cases based on risk, impact, and SLA
• Conduct detailed investigations for L1 and L2 support cases (reviewing transaction history and support notes)
• Coordinate resolution development with internal/BPO teams
• Escalate complex or high-risk matters
• Identify systemic drivers (product issues, process gaps, CX breakdowns)
• Track recurring issues and partner with Operations, Product, and Engineering for improvements
• Prepare regulatory reports, internal dashboards, and audit documentation in adherence to Reg E, UDAAP, and CFPB requirements
• Ensure all complaint records are complete, accurate, and audit-ready
• Analyze complaint data to identify trends by category, product, or channel
• Participate in governance cadence, including Weekly Complaint Operations Reviews, to drive continuous improvement

Benefits

• Bakkt is devoted to having diversity in its workforce and is proud to be an equal opportunity employer
• Must successfully pass a post-offer background check and drug screen