Complaints Analyst III

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.

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.

Professional-level fluency in French (reading, writing, and speaking) with the ability to investigate and respond to complaints from French-speaking customers.