Complaints Management Analyst

Blockchain.com is the world's leading software platform for digital assets. Offering the largest production blockchain platform in the world, we share the passion to code, create, and ultimately build an open, accessible and fair financial future, one piece of software at a time.

We are looking for an outstanding compliance professional to join our Central Compliance team as a Complaints Management Analyst In this role, you will work closely with the Head of Central Compliance and across the compliance team and other functions in the company to support the buildout and maintenance of the company’s complaint program, processes, and technology. You will be instrumental in helping to establish a global compliance program and fostering collaboration with business and technology teams. We are looking for a highly motivated, adaptable and collaborative person who can handle ambiguity and enjoys building. If you have experience in a fast-paced environment and are looking for an opportunity to be a member of an innovative and motivated Compliance team in the crypto currency space, this is the perfect opportunity for you!

WHAT YOU WILL DO

• Provide oversight to drive enforcement of complaint management requirements and minimize operational compliance risk.

• Drive regulatory and compliance considerations into process, system, and product changes.

• Manage complaint responses with regulatory agencies globally (e.g., CFPB, state attorney general), ensuring the company meets the respective SLAs.

• Collaborate with business partners and manage the complaints program on a daily basis to understand the issue, identify the root cause and provide guidance on necessary resolutions for complaints.

• Develop reporting capabilities, KRIs, and KPIs for senior management, board, and other audiences.

• Perform in-depth reviews and reporting of complaint data, specifically identifying complaint trends.

• Identify compliance issues and oversee proper implementation of business requirements.

• Assist with gathering complaint-related materials and data to facilitate audit and exam requests.

• Address ad hoc projects or requests, as needed.

WHAT YOU WILL NEED

• The foremost quality for this position or any position at Blockchain.com is integrity.

• Minimum of 4 years of relevant experience in compliance, financial crimes, and operations at a regulated financial institution or consultancy.

• Experience collaborating closely with Operations, Product, Technology, Engineering, and Data Science professionals.

• Experience identifying and tracking metrics/KPIs/KRIs and process weaknesses.

• Experience with process design and improvement, with a focus on target state vision.

• Experience working within a complex, global business.

• Excellent written and verbal communication, organizational and time management skills.

• Professional experience with FinTechs/cryptocurrencies is advantageous, but not required.

• We are a remote first company, which means that this role can be located anywhere, as long as it is in the U.S.

• Spanish speaking is a plus.

COMPENSATION & PERKS

• Unlimited vacation policy; work hard and take time when you need it.

• Unlimited books policy; order the technical resources you need or simply pick something up from our company library.

• Apple equipment.

• Full-time salary based on experience and meaningful equity in an industry-leading company.