About The Role
We are hiring for a Complaints Specialist 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 $61,000 and up to $85,000. 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.
Responsibilities
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
Qualifications
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
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.
*Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.
What We Offer
- Competitive salary based on experience
- 401k match plus comprehensive medical, dental, vision, life, and disability benefits
- Generous vacation policy and company-wide paid days off
- Annual wellness stipend
- Up to 24 weeks of paid parental leave
- Access to family planning tools and reimbursement
- In-office perks including backup care and commuter benefits
- A collaborative, diverse, and inclusive work environment
Equal Opportunity Employer
Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis.