Consumer Compliance Manager, Complaints

📋 Description

• Partner with Customer Experience to address consumer complaints end to end.
• Investigate and respond, trend reporting to bank partners, root-cause remediations.
• Own the complaint handling program across card programs with regulators.
• Collaborate with CX and Engineering to fix underlying defects and automate workflows.
• Develop intake, categorization, tracking, and audit-ready records.
• Oversee system tooling implementations for the complaints program.

🎯 Requirements

• 4 to 7 years in consumer compliance, complaint management, or related field.
• Hands-on experience investigating consumer and regulatory complaints.
• Working knowledge of Regulation Z/E/B, UDAAP, FCRA, FDCPA.
• Strong root-cause analysis and cross-functional action with Engineering/Operations.
• Excellent written communication for responses and reports.
• Comfort with data and AI tools to improve coverage and efficiency.

🎁 Benefits

• Startup equity
• 100% health, vision & dental coverage
• Dependent coverage for health/vision/dental
• Catered lunches
• Commuter benefit
• Parental leave