Manager, Complaints & Disputes Compliance

📋 Description

• Manage and mature Kikoff's consumer complaints and disputes program as we scale, covering taxonomy
• Partner with the Customer Experience team so the program works where customers reach us: complaint
• Handle escalated complaints across every channel they arrive on: the CFPB Company Portal, state
• Own disputes and error resolution against their regulatory clocks such as FCRA reinvestigation as a
• Scale the program with new products and volume growth: write the procedures, specify the tooling
• Run root-cause analysis on individual matters and on themes, distinguish between one-off and

🎯 Requirements

• 6+ years in consumer financial services, including 3+ years owning complaints, disputes, or
• You have built or substantially rebuilt a complaints or disputes program and can walk through what
• Working understanding of the obligations and their clocks: CFPB complaint handling and Company
• Deep experience applying AI to high-volume complaint and dispute work, such as organizing incoming
• Strong writing across three audiences: a customer who needs a plain answer, a regulator who will
• You can pull and segment complaint and dispute data yourself rather than waiting for a report

🎁 Benefits

• Competitive cash compensation
• Eligible for equity
• Comprehensive benefits package