Coinbase
Remote Posted 4d ago
At Coinbase, you will audit post-QC and dispute-related cases across Consumer Complaints, Regulatory Complaints, and Litigation Support to ensure accurate, consistent, and regulator-ready outcomes.
Key Responsibilities
Lead audits of post-QC and dispute-related complaint cases to verify required updates, final determinations, and customer communications.
Drive calibration, scorecard, and documentation improvements across the quality review process.
Provide expert guidance on complex or high-risk cases and support peer learning and onboarding.
Analyze complaint trends, systemic issues, and queue health to surface risks and recommend scalable solutions.
Contribute to pre-closure quality control reviews across Consumer, Regulatory, and Litigation Support complaints.
Requirements
5+ years of experience in complaints handling, quality review, investigations, or risk within financial services or a regulated technology environment.
Applied knowledge of complaint-management regulatory expectations, customer fairness principles, and risk mitigation.
Demonstrated ability to use data to identify complaint trends and prioritize risks.
Track record of influencing cross-functional partners and leading through subject-matter expertise.
Proficiency in Salesforce Service Cloud, JIRA, and SQL.
