Complaints Specialist Remote, USA

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 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 integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential. Because if we don't—who will? *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 for our full-time, regular employees Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you’re coming in regularly or are part of our fully remote program, you’ll stay engaged with your work and teammates. Benefits that support your work and life, including backup child, elder, and pet care and subsidized commuter benefits for eligible employees. Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of life. Generous vacation policy and 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 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents Access to family planning reimbursement 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: View email address on click.appcast.io . Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile * How did you hear about this job? * Are you currently eligible to work legally in the United States of America? * Select... Do you now or in the future require immigration support or visa sponsorship to continue working in the United States? * Select... Are you currently subject to any agreement with a former employer/third party (such as a non-solicitation or non-compete agreement) that may potentially limit your ability to perform the duties of the position you are applying for? If yes, you may be asked to provide a copy for review. Please note, answering "yes" will not disqualify your application from consideration. * Select... Chime Demographic Questions At Chime we are committed to providing a welcoming and inclusive work environment, and that starts with our application process. To hold ourselves accountable for equitable and inclusive hiring practices, we ask candidates to voluntarily complete the following survey that helps us in our efforts to ensure equal employment opportunities. We believe that diversity, equity, and belonging—DEB— is essential to our ability to help our diverse member base and continue delivering on our mission to provide them with financial peace of mind. Anyone who wants to work with us will be considered without regard to their race/ethnicity, religion, national origin, age, sex, marital status, ancestry, disability, gender identity, or sexual orientation. Your responses will be reported in aggregate only. Please be assured that your responses (or choosing not to identify) will have zero impact on your candidacy; this information is maintained confidentially and always stored separately from your application. This information will be stored in Greenhouse ( you can review Greenhouse’s privacy policy here ). Access inside Chime to this information is restricted to selected members of the People team, who are committed to keeping details confidential.. Greenhouse will retain this information, along with the rest of the information provided in your application, 18 months from your application date, after which all application information will be anonymized and stored only in that form. Once information is anonymized, neither we nor Greenhouse can determine the individual to whom it once belonged. Select... I identify as: * Select... I identify my sexual orientation as: * Select... Select... I have a disability: * Select... I identify my race/ethnicity as (please mark all that apply): * Select... #J-18808-Ljbffr Chime Enterprise