Manager, Executive & Regulatory Member Relations
Skills
- Experience in complaint handling and compliance operations
- People management and coaching experience
- Strong analytical skills and comfort with operational metrics
- Familiarity with consumer financial regulations (e.g., Fair Lending, UDAAP, FCRA, SCRA)
- Experience with case management systems (Zendesk, JIRA, Salesforce or similar)
- Proficiency with spreadsheets and reporting tools; SQL and dashboarding experience preferred
- Excellent written and verbal communication and stakeholder influence
Responsibilities
- Provide daily operational oversight and guidance to complaint specialists, ensuring SLA adherence and consistent, high-quality member interactions.
- Hire, coach, and develop team members while fostering an inclusive, high-performance culture.
- Partner with Legal, Compliance, Product, and Member Services to resolve escalated complaints and implement corrective actions.
- Analyze complaints data to identify trends, perform root cause analysis, and present actionable insights to leadership.
- Ensure accurate documentation and compliant resolution of complaints according to regulatory and internal standards.
- Collaborate with analysts and program managers to scale processes, reduce manual work, and implement automation or tooling enhancements.
Education
- Bachelor's degree or equivalent professional experience
- Advanced degree (MBA or related) preferred but not required
Benefits
- Competitive base salary, bonus eligibility, and equity package
- 401(k) match and comprehensive medical, dental, and vision benefits
- Generous vacation policy, company-wide paid days off, and parental leave
- Annual wellness stipend and access to family planning benefits
- In-office perks where applicable and support for backup care and commuting
- Paid volunteer time and regular in-person and virtual team events
Average salary estimate
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