Finance & Accounting Jobs in Heredia, Costa Rica (Now Hiring) — 89 open — Page 4

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.

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

C1 (Advanced) English level.

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

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 written responses.

Ability to work effectively in cross-functional environments and collaborate with multiple stakeholders.

Proven ability to perform in a fast-paced, deadline-driven regulatory environment.

Strong sense of urgency and ownership, ensuring complaints are managed efficiently and in accordance with compliance deadlines.

Ability to navigate complex situations while maintaining a customer-centric approach and adherence to regulatory requirements.

Positive and optimistic attitude, with a willingness to embrace challenges and continuous learning.

Strong ability to balance competing priorities and manage multiple tasks effectively.

Strong interpersonal and communication skills, with the ability to build trust and maintain effective relationships with customers and stakeholders.

Empathy and a customer-centric mindset, ensuring customer concerns are addressed professionally and thoughtfully.

Adaptability and resilience, with the ability to perform effectively in a fast-paced and evolving environment.

Proactive and self-motivated attitude, demonstrating initiative and accountability in daily responsibilities.

Strong team collaboration and relationship-building skills, fostering productive partnerships across functions and levels.

Critical thinking and sound decision-making abilities, enabling effective evaluation of complex situations and appropriate resolution strategies.

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 using data analysis tools to identify trends, generate insights, and support complaint reporting activities.

Experience working within a financial technology company, neobank, or a comparable highly regulated environment.

Knowledge of process improvement methodologies, such as Lean or Six Sigma, to optimize complaint resolution workflows and enhance operational efficiency.

Experience responding to high-profile complaints submitted to regulatory agencies and collaborating with legal teams on escalations and complex investigations.