Complaints Analyst investigating and responding to customer complaints for Coinbase. Collaborating with legal teams and optimizing internal processes for a growing crypto platform.
About the role
- Consumer Analyst supporting KeyBank’s Language Access Program ensuring equitable access to banking for clients with diverse language backgrounds. Manage translation workflows and enhance language resources across the enterprise.
Responsibilities
- Partner in managing translation project workflows, including request intake, compliance review, approvals, documentation, translation processing, quality review, design feedback, and final delivery to ensure timely and accurate delivery of translated content.
- As needed, review and assess the accuracy, completeness, and appropriateness of Spanish translations and other language assistance services provided by Key and our vendors.
- Ensure all Spanish translations uphold intended meaning, tone, and nuance of the original content.
- Provide corrective feedback and suggestions to translation vendors.
- Coordinate language certification testing, maintain certification tracking, and contribute to the strategic development of certification program enhancements.
- Assist in developing and delivering training to bank employees on language access tools and resources.
- Support the monitoring and auditing of LAP control plans and translated document inventory.
- Conduct research on best practices, trends, and regulations related to language access in the financial services industry.
- Provide feedback and recommendations to improve the quality and consistency of language assistance services across the bank.
- Assist in project management activities to ensure timely implementation of LAP initiatives.
- Collaborate with internal partners to support the overall design and execution of the Language Access Program.
- Assist in preparing presentations to senior leaders.
Requirements
- Bachelor’s degree in a relevant field (e.g., Spanish, Communications, Linguistics, Business, Public Policy) or equivalent work experience.
- Native or fluent proficiency in professional written and spoken Spanish, with a strong command of English.
- Detail-oriented with a keen eye for linguistic and contextual discrepancies in Spanish and English.
- Ability to distill complex program information into clear, visually engaging presentation materials.
- Strong organizational, time management, and project coordination skills.
- Excellent written and verbal communication skills.
- Understanding of financial products, e.g., deposit & credit products, investments, etc.
- Strong interpersonal skills with the ability to work collaboratively with cross-functional teams.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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