Complaints Specialist

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.

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-Remote #LI-EI1

🏝 Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off

🫂 1% of your time off to support local community organizations of your choice

👟 Annual wellness stipend to use towards eligible wellness related expenses

👶 Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents

👪 Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.

🎉 In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!

💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress

We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

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 under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the San Francisco Fair Chance Ordinance, Cook County Ordinance, NYC Fair Chance Act, and the LA City Fair Chance Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact: benefits@chime.com.

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.