Back Office Representative

Job Description

We are seeking a detail-oriented, analytical, and customer-focused Complaints Management Analyst to review, investigate, and resolve customer complaints submitted to regulatory agencies. This role requires exceptional written communication skills, a strong risk and compliance mindset, and the ability to balance regulatory adherence with a customer-centric approach. The ideal candidate will have a background in financial services, compliance, or regulatory complaint management.

Key Responsibilities:

• Thoroughly review and analyze customer complaints submitted to regulatory agencies (such as CFPB, BBB, etc.), to determine underlining issues to customer complaints

• Sense of urgency and consistency in how complaints are handled, following standard policies and procedures

• Ability to analyze customer complaints with analytical and problem-solving skills

• Conduct thorough investigations into each complaint, with root cause analysis, gathering relevant information from internal systems, customer interactions, and cross-functional departments.

• Draft clear, concise, and well-structured written responses to regulatory agencies, addressing each element of the complaint in compliance with legal and regulatory standards.

• Ability to follow target SLAs on complaint investigation and response

• Positive attitude and willingness to absorb information with proactive stance on absorbing training materials and opportunities

• Identify emerging trends and potential compliance risks within complaints and escalate them to appropriate stakeholders for proactive remediation.

• Collaborate with internal teams, including Compliance, Risk, Legal, and Customer Service, to resolve complex complaints and drive corrective actions.

• Maintain accurate records of all complaint investigations and resolutions and ensure all complaint investigations and resolutions are accurately documented in accordance with regulatory and company requirements.

• Manage complaint resolution timelines proactively, ensuring adherence to strict regulatory deadlines and internal service-level agreements.

• Stay current on evolving regulatory and compliance requirements, ensuring complaint handling aligns with industry best practices and legal obligations.

• Recommend process improvements (where opportunity exists) to enhance the complaint resolution framework, reduce repeat complaints, and improve the customer experience.

Required Skills & Experience:

• Excellent written communication skills, with the ability to draft professional, structured, and legally sound responses to regulatory bodies.

• Experience in handling complaints, compliance, or regulatory background

• Analytical and problem-solving skills to assess complaints, identify root causes, and develop effective resolutions.

• Strong attention to detail, ensuring accuracy and consistency in investigations, documentation, and responses.

• Ability to work in a fast-paced, deadline-driven regulatory environment

• Sense of urgency and ownership, ensuring complaints are handled efficiently and in alignment with compliance deadlines.

• Ability to navigate complex situations while maintaining a customer-centric approach and regulatory compliance.

Ideal but not required:

• ~3 years of experience in regulatory complaints management, risk, compliance, financial services or a related field

• Consumer/customer protection regulatory experience (e.g., CFPB, OCC, FDIC, UDAAP), with ability to adapt to changes in processes and standards tied to regulatory requirements

• Familiar with complaints management solutions (e.g., Zendesk, Inspector, Galileo CST, Box, Slack, Looker, etc.)

• Familiarity with data analysis tools to track trends and report on complaint insights

• Familiarity working with a financial technology firm, neobank, etc.

• Experience working in a regulatory driven environment

• Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) to enhance complaint resolution workflows

• Experience responding to high-profile regulatory agency complaints and working with legal teams on escalations

What we offer

• Health and Life Insurance

• Accenture days, 3 additional vacation days

• On site doctor

• Birthday leave

• Internet reimbursement

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

 Visit us at www.accenture.com 

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