Complaint Analyst
Bakkt is a digital asset platform providing stablecoin settlement, programmable payments, and financial infrastructure services for banks, fintechs, and payments providers.
Funding history
Projects
About Bakkt
Bakkt provides digital asset services for financial institutions, fintechs, and payments providers, with capabilities spanning stablecoin settlement, programmable payments, and loyalty solutions. Users can access custody, trading, and onramp tools through the platform. The company operates as a financial infrastructure provider focused on banking and payments applications.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You manage customer complaints from intake through resolution. You log, validate, categorize, and prioritize cases; investigate support issues; identify root causes; coordinate resolutions; escalate complex matters; prepare regulatory reports and audit documentation; analyze complaint trends; and support governance reviews and process improvements.
Requirements
- 5+ years of experience in customer support, complaints, or operations analysis
- Financial services or fintech experience
- Strong analytical skills
- Investigative skills
- Documentation skills
- Ability to interpret policies
- Experience with case management tools
- Experience with data analysis tools
- Familiarity with CFPB complaint processes
- Familiarity with fraud, disputes, or payment operations
- Familiarity with BPO or vendor environments
- Familiarity with compliance or risk functions
Responsibilities
- Log, validate, and categorize incoming complaints
- Prioritize cases based on risk, impact, and service-level agreements
- Investigate L1 and L2 support cases
- Review transaction history and support notes
- Coordinate resolution development with internal and BPO teams
- Escalate complex or high-risk matters
- Identify systemic drivers and recurring issues
- Partner with Operations, Product, and Engineering on improvements
- Prepare regulatory reports, internal dashboards, and audit documentation
- Maintain complete, accurate, and audit-ready complaint records
- Analyze complaint trends by category, product, and channel
- Participate in complaint governance reviews
- Drive continuous improvement
