Compliance Complaints Manager

Your role in our mission

We are looking for a Complaints Manager to operate and manage the company’s Compliance Complaints Program for all products.  This will include overseeing the Regulatory Complaint Program, reviewing, and responding to complaints for compliance, including escalated complaints submitted through regulatory agencies and State Attorneys General.  This position will report to the Deputy Chief Compliance Officer.

• Manage and take ownership of the compliance complaint program for all products.
• Ensures that all regulatory complaints are appropriately investigated and responded to timely. 
• Reviews and delegates ownership of responding to regulatory customer complaints to a Compliance Complaint Specialist.
• Prepares monthly complaint reports along with executive summaries for all products and presents reports to bank partners and internal committees. 
• Interfaces with business lines to identify issues and trends through regulatory complaints and work towards solutions.
• Interface with company partners on regulatory complaints, trends and remediation of identified compliance issues or risks.
• Assists business with operational compliance issues and questions and is the point person for Compliance with complaints.
• Actively manage a Compliant Specialist(s). 
• Support the Deputy Chief Compliance Officer in interactions with senior management, partners, auditors, and examiners.
• Provide clear, candid, direct, and timely feedback across the organization regarding complaint related issues/trends.
• Maintain policies and procedures for all products for the Compliance Complaints Program. 

• Bachelor’s degree 
• 5+ years’ experience working on compliance-related matters for a bank, fintech or similarly situated consumer financial institution, including experience dealing with federal financial statutes and regulations (e.g. TILA and Reg. Z, ECOA and Reg. B, UDAAP, Dodd-Frank, SCRA, MLA, FCRA, BSA, FDCPA, etc.)
• Experience handling customer complaints, especially elevated regulatory complaints. 
• Good judgment and excellent interpersonal and communication skills
• Ability to work independently with strong attention to detail, multi-task, and complete assignments within the deadlines
• Be able to lead a team
• Must be highly organized, detail-oriented, and have a strong service orientation
• Ability to operate in a fast-paced environment
• Ability to recognize and focus on critical issues
• Flexibility to prioritize, balance, and respond to competing needs within the organization
• Superior written and verbal skills with a demonstrated ability to create processes and procedures
• Basic SQL understanding a strong plus
• Financial services experience a strong plus

• The opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people's lives
• The opportunity to work in a fast-paced environment with experienced industry leaders
• Flexible time off, comprehensive health coverage, competitive salary, paid parental leave, and other wellness benefits
• A bevy of other perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and additional discounts through Perkspot

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