Clover · 16 hours ago
Complaint Analyst
United States
Full-time
Remote
Entry, Mid Level
$39K/yr - $53K/yr
2+ years expFiserv is a global leader in Fintech and payments, connecting financial institutions, corporations, merchants, and consumers. The Complaint Analyst will support and improve complaint handling operations, ensuring efficient and accurate resolution of complaints while analyzing trends and enhancing processes.
Computer Software
No H1B
Responsibilities
Manage daily complaint workflows to ensure compliance with SLAs and performance standards
Audit complaint entries for accuracy, completeness, and policy alignment
Investigate customer issues using Client360, the Complaint Module, and other internal systems
Escalate and resolve complex cases promptly to minimize disruption
Maintain up-to-date knowledge of products, initiatives, policies, and procedures across business lines
Deliver onboarding and ongoing training for new hires within the complaint handling process and support the rollout of client-specific or updated procedures
Build and maintain internal knowledge bases, guides, and procedural documentation and serve as a trusted liaison between clients and internal departments to drive issue resolution
Analyze complaint data to identify root causes, trends, and opportunities for improvement, produce actionable reports to support operational insight and leadership decision-making, and recommend and help implement process enhancements to improve accuracy and efficiency
Responsibilities listed are not intended to be all-inclusive and may be modified as necessary
Qualification
Required
2+ years of experience in complaint resolution, operations, or customer service using complaint management systems such as Client360, eMSA, or similar internal tools
Experience performing data analysis and producing operational reports using Microsoft Excel for filtering, formatting, and data organization
Experience delivering onboarding or ongoing training, documentation, or knowledge management in an operations or contact center environment
Experience working independently and applying policy and contractual guidelines accurately to validate and resolve client complaints
Proven record of strong attendance, reliability, and high performance
Bachelor's degree or higher in Business, Finance, Communications, or related field or equivalent combination of education, related experience and/or military experience
Preferred
3+ years of experience in implementations, operations, or complaint resolution
Experience with tools such as eMSA, Client360, Outlook, Word, Excel, Business Track, FDPOS, Smart Guide, SharePoint, CMS/Sidekick
Understanding of both Non‑Merchant (Biller Solutions, Card Services, Digital Solutions, Issuer Solutions, Prepaid) and Merchant (Clover, GBS Acquiring) business lines
Exceptional written and verbal communication skills and demonstrated ability to improve client satisfaction through issue resolution
Benefits
Fuel Your Life program to support your physical, financial, social, and emotional well-being.
Paid holidays and generous time away policies.
No-cost mental health support through Employee Assistance Programs.
Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
Eight Employee Resource Groups to foster a collaborative culture and expand your network.
Unparalleled professional growth with training, development, and internal mobility opportunities.
Medical, dental, vision, life, and disability insurance options available from day one.
Retirement planning and discounted shares with the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program.
Paid parental, caregiver, and military leave.
Company
Clover
We're Clover - your partner in building a smarter business.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Dan Middleton
Chief Financial Officer
Rashmi Thungathurthi
Sr. Architect | Sr. Staff | Developer portal , boarding , billing , partner tool & integrations.
Recent News
2025-09-05
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