Senior Complaints Manager

📋 Description

• Lead and develop a team of complaints operations managers, team leads, and associates, establishing
• Oversee end-to-end complaint operations across consumer lending products, ensuring timely
• Evaluate and improve complaint workflows, team structure, reporting, and workforce capacity to
• Partner with Compliance, Product, Risk & Controls, and Operations leaders to strengthen
• Analyze complaint trends, root causes, and operational performance to deliver actionable insights
• Develop meaningful performance reporting and controls that provide visibility into complaint

🎯 Requirements

• 6+ years of experience in consumer lending, banking operations, or financial services, including
• 3+ years of experience directly managing people within complaints operations or a related regulated
• Experience overseeing the investigation, resolution, and remediation of consumer complaints
• Experience applying consumer financial protection regulations and regulatory complaint response
• Experience managing complaint operations performance through service-level metrics, workforce

🎁 Benefits

• Medical, dental, and vision coverage
• 401(k) or Group Retirement Savings Plan with company match
• Employee Stock Purchase Plan (ESPP)
• Paid time off, sick leave, and company holidays
• Paid family and parental leave
• Annual wellness allowance