The Global Complaints Team is composed of three distinct units: Consumer Complaints; Regulatory Complaints; and Litigation Support. Within each pillar, complaints analysts review and respond to complaints within service levels, and provide investigation notes and observations to the CX Legal Team where required.

The CX Operations Senior Complaints Trainer sits within Cx Learning and Development, and is responsible for the successful delivery of new hire onboarding, and cross-skilling training to drive quality and performance for Consumer and Regulatory Complaints. You will be the primary point of contact to advise cross functional teams on the impact of change on the Analysts’ Complaints investigations requirements, and case outcomes to deliver effective, targeted support readiness training to help investigations keep pace with regulatory, process and technology change. You will partner closely with various cross-functional partners such as Workforce Management, Vendor Management, Operations, Quality Assurance, and Legal. You will be a subject matter expert, with extensive experience of delivering training both in person and virtually to a global audience. You will provide support to programmes, and Operations to implement strategic, multi-regional programs to ensure compliance with global regulatory bodies, including the NYDFS, FCA, CBI and other consumer protection agencies. You will use your training delivery, and facilitation skills to support Analyst’s absorb, and execute regulatory, and procedure change, whilst maintaining quality. Additionally, the role will focus on supporting the effective closure of Internal Audit findings

Finally, when you are not training analysts, you will continue to work live cases in production to keep up to date with Complaint requirements and continually develop your investigations skillset. This role is ideal for someone who is passionate about delivering fair outcomes for our customers, and protecting our business, whilst thriving on enabling others, is a clear communicator (written and verbal), and adaptable to change in a fast-paced environment.

What you’ll be doing (ie. job duties):

• Training Delivery:
• Deliver comprehensive, and interactive training sessions covering Complaints procedures, investigation requirements, and risk based decisions.
• Deliver onboarding, and cross skilling training and nesting support to enable L&D to meet its KPIs, and business SLAs
• Maintain high standards in training delivery for consistent knowledge transfer.
• Conduct Train-the-Trainer (TTT) masterclasses, certify trainers, and participate in continuous development programs to uplift trainer quality.
• Regularly share insights and feedback with the operations team regarding group performance and the effectiveness of training content. Use this information to proactively address skills gaps and implement tailored remediation plans for continuous improvement.
• Continuously update training materials based on insights gained from active production work and Analysts' performance data .
• Curriculum Development:
• Collaborate with cross functional teams and work with L&D to enable L&D to:
• Provide inputs to the design and development of training materials and modules tailored to Complaints investigations.
• Make recommendation of the design of onboarding, and cross skilling programmes to delivery day 1 quality for new investigators
• Ensure training content aligns with regulatory requirements and internal policies.
• Address and remediate training gaps identified through QC/QA processes.
• Work closely with functional leaders in compliance and support functions to maintain the highest standards of production and quality.
• Complaints Investigations
• Work a minimum number of live production cases/investigations per month to maintain investigations proficiency
• Effectively decision complex complaints, and risks specific to our business; notably crypto
• Write up effective case outcomes close out filing requirements inline with Coinbase’s regulatory requirements
• Provide feedback, and coach peers on how to complete investigations.

• Travel ~25% of the time to Coinbase, or vendor, offices in order to deliver onsite instructor-led training
• Flexibility ~ 25% of the time to deliver virtual training across global time zones to ensure full population coverage.
• Accountable for L&D KPI execution (CSAT, Nesting Pass Rate)

What we look for in you (ie. job requirements):

• Minimum of 3 years of experience in Program management, with a significant focus on regulatory compliance in the cryptocurrency, fintech, or financial services sectors
• Proven track record of leading complex, multi-regional compliance Programs, especially those involving regulatory alignment.
• Experience in translating policies into operational processes, preferably in complaints management or a closely related area.
• Extensive experience in delivering interactive and impactful training sessions, including onboarding, cross-skilling, and Train-the-Trainer programs in a global, multi-regional environment.
• Demonstrated ability to design and develop training materials tailored to complaints management, ensuring alignment with regulatory requirements and internal policies.
• Experience collaborating with cross-functional teams to create targeted training programs addressing QA/QC-identified gaps.
• Skilled in providing actionable feedback and coaching peers to improve investigations quality and meet regulatory standards.
• Ability to remain adaptable and effectively deliver training in a fast-paced, evolving environment with frequent regulatory, procedural, and technological changes.
• Ability to analyze complex, and large amounts of data to inform effective case outcomes.
• Proven track record of successfully improving investigations programmes to meet both customer and regulator requirements in either recognised large financial institution, fintech or enforcement agency.
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• A passion for learning, and evidence of driving performance improvement both for individuals and in the ‘classroom’
• Strong analytical and problem-solving skills, with the ability to identify training needs, evaluate training effectiveness, and recommend improvements
• Ability to work independently and as part of a team, with a high level of self-motivation and personal accountability
• Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines
• Clear written and verbal communication

Nice to haves:

• An advanced degree in Business, Finance, or Customer Experience (CX) is preferred but not mandatory
• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
• Experience working with and partnering with external outsource business partners.
• Intermediate knowledge of Coinbase’s products and services, crypto ecosystem, and regulations impacting Web3 and cryptocurrency. Familiarity with blockchain fundamentals and a working understanding of decentralized finance (DeFi) use cases are highly desirable.

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