Complaints Analyst

Are you someone who enjoys digging into details, solving problems, and making a real impact on the customer experience? Join Central Payments as a Complaints Analyst, where you’ll play a key role in ensuring customer concerns are handled thoughtfully, thoroughly, and in compliance with regulatory standards—all while growing your career in fintech.

What You’ll Do:

• Assist in the intake, logging, and tracking of customer complaints, including those received through partner banks
• Support the investigation and resolution process under the guidance of senior team members
• Ensure all complaints are documented accurately and in alignment with regulatory and internal standards
• Help identify trends and contribute to root cause analysis to drive continuous improvement
• Assist in preparing reports on complaint metrics, trends, and key performance indicators (KPIs)
• Maintain organized records to support audit and exam readiness
• Collaborate with cross-functional teams such as Operations, Risk, Marketing, and Partner Success
• Escalate complex or high-risk complaints appropriately
• Participate in testing complaint logs from partners to ensure accuracy and completeness
• Assist in documenting testing results and reporting findings
• Stay current on regulatory requirements including UDAAP, Regulation E, and GLBA
• Support complaint process integration for new program implementations
• Assist with the coordination and facilitation of annual partner complaint management trainings to support regulatory compliance and operational consistency

Why You Should Join Us:

• Be part of a growing fintech company where compliance and customer experience go hand in hand
• Gain hands-on exposure to regulatory frameworks and complaint management processes
• Work alongside a collaborative, supportive team that values learning and development
• Build a strong foundation for a career in compliance, risk, or fintech operations

What You Bring:

• Strong attention to detail and organizational skills
• Developing analytical and problem-solving abilities
• Clear written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• A team-oriented mindset with a willingness to learn
• Familiarity with Microsoft Office tools; experience with Smartsheet is a plus
• Basic understanding of consumer protection regulations is a plus

Qualifications:

• Associate degree or equivalent in business, finance, law, or a related field
• Internship or 1–2 years of experience in compliance, risk, customer service, or a related area preferred

What We Offer:

• A hybrid work environment with flexibility
• Opportunities for professional growth and development
• A supportive team culture where your voice is heard