Complaints Management Associate

About the role

Accenture is looking for a detail-oriented, analytical and customer-focused Complaints Management Associate in Heredia. The role reviews, investigates and resolves customer complaints submitted through formal channels such as consumer advocacy programs and regulatory agencies. It suits someone with a background in financial services, compliance or regulatory complaint management.

Key responsibilities

• Research, document and resolve complaints submitted to regulatory agencies such as the CFPB and BBB, identifying the underlying issues.
• Handle complaints with urgency and consistency, following standard policies and procedures.
• Analyse complaints and draft clear, legally compliant written responses to regulators.
• Identify emerging trends and compliance risks in complaints and escalate them for timely remediation.
• Collaborate with Compliance, Risk, Legal and Customer Service teams to resolve complex complaints and drive corrective actions.
• Maintain accurate records of investigations and resolutions, and meet regulatory deadlines and service level agreements.
• Recommend process improvements to reduce repeat complaints and improve the customer experience.

Required profile

• At least 3 years of experience in regulatory complaints management, risk, compliance, financial services or a related field.
• Experience handling complaints, compliance or regulatory matters.
• C1 (advanced) English level.
• Ability to work in a fast-paced, deadline-driven regulatory environment and with cross-functional teams.

Required skills

• Excellent written communication, able to draft professional, legally sound responses to regulators.
• Strong analytical and problem-solving skills.
• Preferred: consumer protection regulatory experience (CFPB, OCC, FDIC, UDAAP), complaint management tools such as Zendesk, Inspector, Galileo CST, Box, Slack, Looker, and data analysis tools.
• Preferred: knowledge of Lean, Six Sigma and experience in fintech or neobank environments.

What we offer

• Health and life insurance.
• 3 additional vacation days.
• On-site doctor.
• Birthday leave.
• Internet reimbursement.