Senior Complaints Analyst

Swiftly gather, analyze, and document customer issues and resolutions with efficiency and precision. Lead comprehensive investigations for regulatory complaints, consumer arbitrations and litigation cases, collaborating closely with internal legal and compliance teams. Resolve advanced escalations independently by leveraging available tools and resources. Address persistent customer issues by enhancing CX processes and ensuring compliance with legal standards. Assist the legal team in researching complex customer-related issues and analyzing evidence to support cases. Maintain and manage organized documentation for legal and regulatory purposes, demonstrating expert-level data handling skills. Use data to uncover trends, compile visual reports, and provide actionable insights on complaints and customer demographics. Provide feedback to internal teams to drive policy changes and workflow improvements based on investigative findings. Perform advanced data querying and analysis to ensure data accuracy and support decision-making processes. Effectively communicate and build relationships with stakeholders at all organizational levels and external audiences. Represent the organization in small claims court, providing witness testimony and declarations based on investigative data. Adapt to a fast-paced, ever-evolving work environment, showing flexibility and a commitment to continuous learning. Actively contribute to team projects, process improvement initiatives, and operational changes to improve overall team performance.