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Bakkt

Complaint Analyst

Bakkt

Complaint Analyst managing end-to-end customer complaint operations in a financial technology company. Investigating complaints and ensuring compliance for fair customer outcomes.

Posted 7/27/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in complaint management and regulatory compliance within financial services, utilizing strong analytical and investigative skills to drive continuous improvement and ensure audit readiness.

Highest-signal resume keywords
Customer Support ExperienceRegulatory Compliance KnowledgeData Analysis SkillsCase Management Tools ProficiencyInvestigative Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Complaint ManagementData AnalysisDocumentation SkillsRisk AssessmentTrend Analysis
Soft Skills
Analytical ThinkingProblem SolvingCollaborationCommunication
Tools & Technologies
ExcelDashboardsCase Management Tools
Industry Keywords
CFPBReg EUDAAPFinancial ServicesFintechBPOComplianceRisk Management

About the role

Key responsibilities & impact
  • Log, validate, and categorize all incoming complaints (support, social media, executive, and regulatory agencies like CFPB)
  • Prioritize cases based on risk, impact, and SLA
  • Conduct detailed investigations for L1 and L2 support cases (reviewing transaction history and support notes)
  • Coordinate resolution development with internal/BPO teams
  • Escalate complex or high-risk matters
  • Identify systemic drivers (product issues, process gaps, CX breakdowns) and track recurring issues
  • Partner with Operations, Product, and Engineering for improvements
  • Prepare regulatory reports, internal dashboards, and audit documentation in adherence to Reg E, UDAAP, and CFPB requirements
  • Ensure all complaint records are complete, accurate, and audit-ready
  • Analyze complaint data to identify trends by category, product, or channel
  • Participate in governance cadence, including Weekly Complaint Operations Reviews, to drive continuous improvement.

Requirements

What you’ll need
  • 5+ years in customer support, complaints, or operations analysis (financial services/fintech required)
  • Strong analytical, investigative, and documentation skills
  • Ability to interpret policies
  • Experience with case management and data analysis tools (Excel, dashboards)
  • Familiarity with regulatory complaint processes (CFPB), fraud/disputes/payment operations, BPO/vendor environments, and compliance/risk functions

Benefits

Comp & perks
  • Must successfully pass a post-offer background check and drug screen
  • Bakkt is devoted to having diversity in its workforce and is proud to be an equal opportunity employer.