Complaints Management Associate
Accenture · Heredia, Costa Rica · 1d ago
Accenture is a leading solutions and services company that helps the world’s leading enterprises reinvent by building their digital core and unleashing the power of AI to create value at speed across the enterprise, bringing together the talent of our approximately 786,000 people, our proprietary assets and platforms, and deep ecosystem relationships. Our strategy is to be the reinvention partner of choice for our clients and to be the most client-focused, AI-enabled, great place to work in the world. Through our Reinvention Services we bring together our capabilities across strategy, consulting, technology, operations, Song and Industry X with our deep industry expertise to create and deliver solutions and services for our clients. Our purpose is to deliver on the promise of technology and human ingenuity, and we measure our success by the 360° value we create for all our stakeholders. Visit us at accenture.com
We are seeking a detail-oriented, analytical, and customer-focused Complaints Management Associate to review, investigate, and resolve customer complaints submitted through formal channels such as consumer advocacy programs and regulatory agencies. This role requires excellent 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.
Role Responsibilities
Thorough research, document, and resolve customer complaints submitted to regulatory agencies such as CFPB, BBB, etc., to determine underlying issues related to customers’ complaints.
Ensure a sense of urgency and consistency in handling complaints, adhering to standard policies and procedures.
Analyze customer complaints using strong analytical and problem-solving skills.
Draft clear, concise, and well-structured written responses to regulatory agencies, addressing each element of the complaint in compliance with legal and regulatory standards.
Maintain a positive attitude and proactively absorb training materials and development opportunities.
Identify emerging trends and potential compliance risks within complaints and escalate them to appropriate stakeholders for proactive remediation in a timely manner.
Collaborate with internal teams, including Compliance, Risk, Legal, and Customer Service, to resolve complex complaints and drive corrective actions.
Utilize documented processes, problem-solving skills, and creativity to resolve complex issues and provide tailored solutions.
Maintain accurate records of all complaint investigations and resolutions in accordance with regulatory and company requirements.
Proactively manage complaint resolution timelines, 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.
Drive results by meeting and exceeding key performance indicators (KPIs) with a focus on continuous improvement.
Recommend process improvements to enhance the complaint resolution framework, reduce repeat complaints, and improve the customer experience.
Required Qualifications
~3 years of experience in regulatory complaints management, risk, compliance, financial services, or related field.
Excellent written communication skills, with the ability to draft professional, structured, and legally sound responses to regulatory bodies.
C1 (Advanced) English level competency.
Experience in handling complaints, compliance, or regulatory background.
Strong analytical and problem-solving skills to assess complaints, identify root causes, and develop effective resolutions.
High attention to detail, ensuring accuracy and consistency in investigations, documentation, and responses.
Ability to work effectively with cross-functional teams.
Proven ability to work in a fast-paced, deadline-driven regulatory environment.
Strong 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.
Positive and optimistic attitude, welcoming challenges.
Strong ability to balance priorities and multitask effectively.
Soft Skills
Strong interpersonal and communication skills.
Empathy and customer-centric mindset.
Adaptability and resilience in a fast-paced environment.
Proactive and self-motivated attitude.
Team collaboration and relationship-building skills.
Critical thinking and decision-making abilities.
Preferred Skills
Consumer/customer protection regulatory experience (e.g., CFPB, OCC, FDIC, UDAAP), with the ability to adapt to evolving processes, standards, and regulatory requirements.
Familiarity with complaint management platforms and tools such as Zendesk, Inspector, Galileo CST, Box, Slack, Looker, or similar solutions.
Experience with data analysis tools to track trends and report complaint insights.
Experience working in a financial technology firm, neobank, or similar 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
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us atwww.accenture.com
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