Senior Complaints Analyst

Role overview

Responsibilities

• Audit complaint cases for accurate and timely updates, final determinations, and customer communications.
• Improve review calibration, scorecards, documentation, and complaint outcome standards.
• Guide complex or high-risk case reviews and support QC analyst onboarding and development.
• Analyze trends, systemic issues, and queue health; recommend scalable improvements and support audit readiness.
• Contribute to pre-closure quality reviews and collaborate across complaints, compliance, legal, operations, product, and data teams.

Requirements

• At least 5 years in complaints handling, quality review, investigations, or risk in financial services or regulated technology.
• Experience with complex root-cause analysis and quality assessments, complaint regulations, customer fairness, risk mitigation, and high-volume workflows.
• Ability to analyze trends and prioritize risks, influence partners, and communicate clearly and structurally.
• Proficiency in Salesforce Service Cloud, JIRA, SQL, analytics, and case-management tools.
• Use generative AI responsibly with human oversight.

Workplace

• The role is fully onsite at Coinbase's London office and requires working in the office five days per week. Coinbase describes itself as remote-first overall, but this position is explicitly onsite.