Complaints Specialist

About the role We are hiring for a Complaints Specialist (L3) to help investigate and resolve our most complex and high-impact complaints on our Operations team. As our Complaints Specialist, you will own sensitive cases end-to-end, partner closely with cross-functional teams, and act as a go-to resource for others navigating nuanced issues. You’ll spend time working directly on complex complaints while also helping improve how we operate—through quality initiatives, SOP updates, and audit support. This is a great role for someone who enjoys solving tough problems, influencing how work gets done, and raising the bar for both quality and member experience. The base salary offered for this role and level of experience will begin at $76,000.00 and up to $105,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience. In this role, you can expect to Own complex complaint investigations end-to-end, including cases from regulators, bank partners, and executive escalations Analyze case details, account history, and applicable policies to determine accurate, defensible outcomes Communicate outcomes clearly to members across multiple channels Act as an SME and escalation point for junior specialists, providing guidance on nuanced cases and best practices Execute well-scoped projects (e.g., SOP updates, UAT, audit support) with strong quality and attention to detail Support Quality Control efforts by identifying error trends and sharing actionable feedback Identify opportunities to improve workflows, tools, and processes based on frontline insights To thrive in this role, you have 3+ years of experience in customer support or operations in a regulated environment (fintech, banking, etc.) Proven ability to handle complex, escalated issues and apply policy and regulatory guidance effectively Strong written and verbal communication skills, including de-escalation and member-facing communication Sound judgment and ability to navigate ambiguity, edge cases, and escalation decisions Experience using data (QC trends, dashboards, case data) to inform decisions and improvements Ability to manage workload independently in a fast-paced, high-growth environment Experience supporting or mentoring others and contributing to team-wide quality improvements #LI-EI1 #LI-Remote A little about us At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential. We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members. We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress. We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of i ... (truncated, view full listing at source)