Job Description
The Global Complaints team is divided into three units: Consumer Complaints, Regulatory Complaints, and Litigation Support. Each unit is made up of L2 complaints analysts responsible for accurately reviewing and responding to complaints within service levels. They provide investigation notes and observations to the CX Legal Team when needed.
Responsibilities
Provide support for customers that submitted complaints through different channels by investigating, troubleshooting, and responding to complaints if necessary.
Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations.
Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
Set a high bar for support analysts within the organisation by setting an example through performance and work ethic.
Take ownership of processes or act as a Subject Matter Expert (SME) to analyse and understand existing workflows.
Identify gaps in processes and propose actionable improvements to enhance efficiency.
Proactively lead efforts to streamline operations and boost productivity.
Play a key role in shaping and optimising internal processes for sustainable growth and success.
Represent the voice of the customer by proactively driving impactful changes across workflows, policies, and tools.
Investigate and respond to regulatory complaints submitted by customers to regulators with adherence to specified SLAs and quality standards.
Essential Skills
Compliance
Audit
Cryptocurrency
Risk management
Regulatory compliance
Quality assurance
Additional Skills & Qualifications
Minimum of 2 years of relevant experience in financial services, technology, and/or customer service.
Account management experience.
Trust and Safety background.
Experience in handling concerns related to scams and social engineering attacks.
Compliance or Regulatory background.
Fraud or Account Investigation experience.
Experience with Chargeback and Clawback processes.
Strong analytical skills in reviewing customer accounts.
Experience in troubleshooting on iOS, Android, Web, and PC/Laptop platforms.
Crypto experience gained in a crypto company or through personal trading.
Experience with different channels of support, including voice, email, social, and/or chat.
Fantastic communication skills to operate globally across multiple departments and stakeholders.
Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organisation.
Proficiency in reading, writing, and speaking in English.
Ability to plan and prioritise work effectively to meet commitments.
Willingness to work in a defined shift as required by the business.
Location
Dublin, Ireland
Trading as TEKsystems. Allegis Group Limited. Level 1, The Chase, Carmanhall Road, Sandyford, Dublin 18, Ireland. No. (phone number removed). TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at (url removed)>
To access our Online Privacy Notice, which explains what information we may collect, use, share, and store about you, and describes your rights and choices about this, please go to (url removed)>
We are part of a global network of companies and as a result, the personal data you provide will be shared within Allegis Group and transferred and processed outside the UK, Switzerland and European Economic Area subject to the protections described in the Allegis Group Online Privacy Notice. We store personal data in the UK, EEA, Switzerland and the USA. If you would like to exercise your privacy rights, please visit the "Contacting Us" section of our Online Privacy Notice at (url removed)/en-gb/privacy-notices for details on how to contact us. To protect your privacy and security, we may take steps to verify your identity, such as a password and user ID if there is an account associated with your request, or identifying information such as your address or date of birth, before proceeding with your request. If you are resident in the UK, EEA or Switzerland, we will process any access request you make in accordance with our commitments under the UK Data Protection Act, EU-U.S. Privacy Shield or the Swiss-U.S. Privacy Shield
