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Customer Trust Complaints Analyst
"The only true voyage of discovery would be not to possess strange lands but to possess other eyes, to behold the universe through the eyes of another, of a hundred others, to behold the hundred universes that each of them beholds." - Marcel Proust
In any journey of customer experience, the moments of friction often reveal the most interesting truths about our service. As Mercury's Complaints Analyst, you'll blend careful investigation with a focus on customer experience, reviewing each complaint to understand if we served our customers appropriately or where we could do better. While some investigations will confirm we followed our processes correctly, your thoughtful, objective analysis of each case helps us maintain high standards while recognizing areas for improvement.
Like Proust's hundred universes, each complaint presents a unique perspective of Mercury's service, and your role is to understand these viewpoints while maintaining the steady hand of objectivity. Your domain will be the careful investigation of two primary streams: standard complaints flowing in from our banking partners and customers directly, and the more complex regulatory complaints that demand heightened scrutiny.
What you'll do day to day:
Standard Complaints Processing:
- Lead thorough investigations of customer complaints, reviewing interactions and documentation with methodical precision
- Assess whether our established procedures were followed correctly, maintaining objectivity throughout the review process
- Coordinate with banking partners on joint investigations when necessary
- Document findings comprehensively, ensuring all relevant evidence and procedural steps are captured
Regulatory Complaint Management:
- Partner with the relevant stakeholders on regulatory complaints, ensuring meticulous investigation and documentation
- Review customer communication histories with heightened attention to compliance requirements
- Prepare detailed response documentation that meets regulatory standards
- Maintain precise tracking of regulatory complaint timelines and requirements
Direct Resolution:
- Conduct follow-up communications with customers when investigations reveal the need for additional information or clarification
- Draft clear, concise responses that address the core issues identified in your investigation
- Work with relevant teams to implement immediate corrections when investigations reveal procedural gaps
- Maintain detailed records of all resolution steps and outcomes
You should:
- Have 3+ years of hands-on experience processing complaints in banking or fintech, with a proven track record of thorough investigation and documentation
- Have a sharp eye for detail and strong analytical skills, particularly when reviewing customer interactions to ensure procedural alignment.
- Bring experience in handling regulatory complaints and a solid understanding of related compliance requirements.
- Possess excellent documentation skills, with the ability to create clear and comprehensive investigation reports.
- Have a background in financial services operations or compliance.
- Demonstrate exceptional written and verbal communication skills, enabling effective collaboration with both internal and external stakeholders.
- Be familiar with banking regulations, such as UDAAP, Reg E, Reg Z, and others.
The traits we're seeking:
- Someone who approaches each case with fresh eyes, maintaining objectivity while investigating thoroughly
- Someone who can maintain composure and impartiality when reviewing emotional customer situations
- A clear communicator who can document findings with precision and clarity
The total rewards package at Mercury includes base salary, equity (stock options), and benefits.
Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
Our target new hire base salary ranges for this role are the following:
- US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $112,900 - $132,800 USD
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $101,600 - $119,500USD
- Canadian employees (any location): CAD $102,700 - $120,800
We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.
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