Complaint Analyst

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🕒 6 days ago

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Bakkt

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

₿ Crypto

💳 Fintech

🤝 B2B

Crypto • Fintech • B2B

Bakkt is a regulated digital asset infrastructure company that builds next‑generation financial plumbing to enable institutional participation in Bitcoin, tokenization, stablecoin payments, and AI-driven finance. Its offerings include Bakkt Markets — institutional-grade trading, liquidity and regulated custody with extensive U. S. licensing (including a New York BitLicense) — Bakkt Agent — an AI-driven, compliant payments and money-movement interface for banks and partners — and Bakkt Global — an international expansion and tokenization/treasury catalyst. The company emphasizes security, regulatory compliance, audited operations, and turnkey, plug‑and‑play platforms for businesses seeking to launch digital asset and payment services.

📋 Description

• Log, validate, and categorize all incoming complaints (support, social media, executive, and regulatory agencies like CFPB) • Prioritize cases based on risk, impact, and SLA • Conduct detailed investigations for L1 and L2 support cases (reviewing transaction history and support notes) • Coordinate resolution development with internal/BPO teams • Escalate complex or high-risk matters • Identify systemic drivers (product issues, process gaps, CX breakdowns) and track recurring issues • Partner with Operations, Product, and Engineering for improvements • Prepare regulatory reports, internal dashboards, and audit documentation in adherence to Reg E, UDAAP, and CFPB requirements • Ensure all complaint records are complete, accurate, and audit-ready • Analyze complaint data to identify trends by category, product, or channel • Participate in governance cadence, including Weekly Complaint Operations Reviews, to drive continuous improvement.

🎯 Requirements

• 5+ years in customer support, complaints, or operations analysis (financial services/fintech required) • Strong analytical, investigative, and documentation skills • Ability to interpret policies • Experience with case management and data analysis tools (Excel, dashboards) • Familiarity with regulatory complaint processes (CFPB), fraud/disputes/payment operations, BPO/vendor environments, and compliance/risk functions

🏖️ Benefits

• Must successfully pass a post-offer background check and drug screen • Bakkt is devoted to having diversity in its workforce and is proud to be an equal opportunity employer.