Complaints Specialist
Chime, San Francisco, CA, United States
About The Role
We are hiring for a Complaints Specialist (L3) to investigate and resolve complex, high‑impact complaints on our Operations team. As our Complaints Specialist, you will own sensitive cases end‑to‑end, partner closely with cross‑functional teams, and act as a go‑to resource for others navigating nuanced issues.
The base salary starts at $76,000.00 and can go up to $105,000.00. Full‑time employees may also receive a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on location, skills, qualifications, and experience.
In this role, you can expect to
Own complex complaint investigations end‑to‑end, including cases from regulators, bank partners, and executive escalations
Analyze case details, account history, and applicable policies to determine accurate, defensible outcomes
Communicate outcomes clearly to members across multiple channels
Act as an SME and escalation point for junior specialists, providing guidance on nuanced cases and best practices
Execute well‑scoped projects (e.g. SOP updates, UAT, audit support) with strong quality and attention to detail
Support Quality Control efforts by identifying error trends and sharing actionable feedback
Identify opportunities to improve workflows, tools, and processes based on frontline insights
To thrive in this role, you have
3+ years of experience in customer support or operations in a regulated environment (fintech, banking, etc.)
Proven ability to handle complex, escalated issues and apply policy and regulatory guidance effectively
Strong written and verbal communication skills, including de‑escalation and member‑facing communication
Sound judgment and ability to navigate ambiguity, edge cases, and escalation decisions
Experience using data (QC trends, dashboards, case data) to inform decisions and improvements
Ability to manage workload independently in a fast‑paced, high‑growth environment
Experience supporting or mentoring others and contributing to team‑wide quality improvements
A Little About Us At Chime, we believe that everyone can achieve financial progress. We are a financial technology company (not a bank) that empowers members to take control of their finances through user‑friendly tools and intuitive platforms.
Our culture is driven by a shared obsession with our members—out‑hustling our competitors, collaborating, embracing diverse perspectives, and holding ourselves accountable to meet and exceed the highest standards of integrity.
We hold ourselves to the highest standards of integrity in everything we do to earn and keep people’s trust.
Chime is a financial technology company, not a bank. Banking services are provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Member FDIC.
What We Offer For Our Full‑time, Regular Employees
Our in‑office work policy includes four days a week in the office with Fridays from home for those near an office, plus team and company‑wide events depending on location. Remote employees also stay engaged with teammates.
In‑office perks: backup child, elder, or pet care; subsidized commuter benefit.
Competitive salary based on experience.
✨ 401(k) match plus great medical, dental, vision, life, and disability benefits.
Generous vacation policy and company‑wide Chime Days, plus bonus company‑wide paid days off.
1% of your time off to support local community organizations of your choice.
Annual wellness stipend to use toward eligible wellness‑related expenses.
Up to 24 weeks paid parental leave for birthing parents and 12 weeks for non‑birthing parents.
Access to Maven, a family‑planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
In‑person and virtual events connecting you with fellow Chimers—cooking classes, guided meditations, music festivals, mixology classes, paint nights, snack boxes, etc.
Equal Opportunity Statement Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of relevant laws and ordinances, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact benefits@chime.com.
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The base salary starts at $76,000.00 and can go up to $105,000.00. Full‑time employees may also receive a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on location, skills, qualifications, and experience.
In this role, you can expect to
Own complex complaint investigations end‑to‑end, including cases from regulators, bank partners, and executive escalations
Analyze case details, account history, and applicable policies to determine accurate, defensible outcomes
Communicate outcomes clearly to members across multiple channels
Act as an SME and escalation point for junior specialists, providing guidance on nuanced cases and best practices
Execute well‑scoped projects (e.g. SOP updates, UAT, audit support) with strong quality and attention to detail
Support Quality Control efforts by identifying error trends and sharing actionable feedback
Identify opportunities to improve workflows, tools, and processes based on frontline insights
To thrive in this role, you have
3+ years of experience in customer support or operations in a regulated environment (fintech, banking, etc.)
Proven ability to handle complex, escalated issues and apply policy and regulatory guidance effectively
Strong written and verbal communication skills, including de‑escalation and member‑facing communication
Sound judgment and ability to navigate ambiguity, edge cases, and escalation decisions
Experience using data (QC trends, dashboards, case data) to inform decisions and improvements
Ability to manage workload independently in a fast‑paced, high‑growth environment
Experience supporting or mentoring others and contributing to team‑wide quality improvements
A Little About Us At Chime, we believe that everyone can achieve financial progress. We are a financial technology company (not a bank) that empowers members to take control of their finances through user‑friendly tools and intuitive platforms.
Our culture is driven by a shared obsession with our members—out‑hustling our competitors, collaborating, embracing diverse perspectives, and holding ourselves accountable to meet and exceed the highest standards of integrity.
We hold ourselves to the highest standards of integrity in everything we do to earn and keep people’s trust.
Chime is a financial technology company, not a bank. Banking services are provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Member FDIC.
What We Offer For Our Full‑time, Regular Employees
Our in‑office work policy includes four days a week in the office with Fridays from home for those near an office, plus team and company‑wide events depending on location. Remote employees also stay engaged with teammates.
In‑office perks: backup child, elder, or pet care; subsidized commuter benefit.
Competitive salary based on experience.
✨ 401(k) match plus great medical, dental, vision, life, and disability benefits.
Generous vacation policy and company‑wide Chime Days, plus bonus company‑wide paid days off.
1% of your time off to support local community organizations of your choice.
Annual wellness stipend to use toward eligible wellness‑related expenses.
Up to 24 weeks paid parental leave for birthing parents and 12 weeks for non‑birthing parents.
Access to Maven, a family‑planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
In‑person and virtual events connecting you with fellow Chimers—cooking classes, guided meditations, music festivals, mixology classes, paint nights, snack boxes, etc.
Equal Opportunity Statement Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of relevant laws and ordinances, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact benefits@chime.com.
#J-18808-Ljbffr