Complaints Analyst III
"What You'll Be Doing"
What You'll Be Doing
Investigate and resolve assigned complaints by gathering account data, transaction history, and customer communications, delivering accurate responses within defined SLA timelines
Maintain complete case records in Salesforce, including investigation notes, resolution rationale, and customer correspondence, and submit cases for QC review before closure
Escalate complex or ambiguous cases to your Supervisor or Complaints Lead, with clear documentation of the issue and your initial assessment
Flag recurring complaint patterns or potential process gaps to leadership to support continuous improvement across the team
Participate in calibration sessions, training, and nesting requirements to stay aligned with evolving quality standards and process updates
What We're Looking For
1-2 years of experience in complaints handling, customer service, or dispute resolution within financial services, fintech, or a regulated industry
Demonstrated ability to draft clear, accurate written responses to customer complaints, with experience applying documented procedures and escalation paths in a structured environment
Track record of meeting SLA and quality targets in a high-volume, QC-reviewed production environment
Proficiency in English (reading, writing, and speaking) with the ability to work defined shift patterns as required by the business
Responsible use of generative AI, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
About Coinbase
Coinbase is at the forefront of building a more open, accessible, and efficient financial system globally through blockchain technology. Our mission is to increase economic freedom in the world, and we do this by creating a reliable and easy-to-use platform that empowers individuals and institutions to participate in the burgeoning digital asset economy. We are committed to developing innovative tools and infrastructure that drive the future of finance, fostering a world where digital assets are universally understood and adopted. Our culture thrives on curiosity, collaboration, and a relentless pursuit of excellence. We believe in empowering our teams to take ownership, experiment with new ideas, and solve complex challenges with creativity and integrity. At Coinbase, you'll find a dynamic and inclusive environment where diverse perspectives are valued, and continuous learning is encouraged. We're building a future that demands bold thinking and a commitment to our shared vision. Joining Coinbase means contributing to a revolutionary shift in finance, working alongside some of the brightest minds in blockchain and technology. With 403 open positions, we offer unparalleled opportunities for professional growth, impact, and the chance to shape an industry from the ground up. If you're driven by a passion for innovation and want to build a world where economic freedom is a reality for everyone, explore career opportunities with us.
Ready to Apply?
To submit your application for this position, please visit Coinbase's official website and follow their application process.