Senior Complaints Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and mentor managers, team leads, and associates in complaints operations.

• Set clear expectations, foster accountability, and cultivate a culture of ongoing improvement.

• Oversee the complete complaint operations for consumer lending products.

• Ensure the timely, accurate, and compliant resolution of customer and regulatory complaints.

• Enhance complaint workflows, team structure, reporting, and workforce capacity.

• Collaborate with leaders from Compliance, Product, Risk & Controls, and Operations.

• Strengthen practices for complaint handling, regulatory preparedness, and customer remediation processes.

• Analyze trends in complaints, identify root causes, and evaluate operational performance.

• Provide insights to improve products, processes, and customer experiences.

• Develop performance metrics and controls related to complaint volumes, resolution timelines, emerging risks, and opportunities for improvement.

⛳️ Requirements

• A minimum of 6 years of experience in consumer lending, banking operations, or financial services, with direct responsibility for managing consumer complaints.

• At least 3 years of experience in a leadership role within complaints operations or a related regulated financial services position.

• Proven experience in overseeing the investigation, resolution, and remediation of consumer complaints, including those escalated to regulatory agencies.

• Familiarity with consumer financial protection regulations and regulatory complaint response standards in banking or consumer lending.

• Experience in managing performance in complaint operations through service-level metrics, workforce capacity planning, and operational reporting.

• Preferred: experience handling complaints in a traditional banking environment, especially in mortgage, auto, or other secured lending sectors.

• Preferred: understanding of CFPB, OCC, and other external complaint channels.

• Capability to implement scalable workflows, controls, and reporting processes.

• Proficient in complaint data analysis, trend assessment, and root cause analysis.

• Ability to coach and develop team leaders, manage organizational change, and effectively apply AI tools with appropriate oversight.

• Must be available to work according to East Coast time zones.

🏝️ Benefits

• Competitive compensation package, including base salary, bonus potential, and quarterly vesting of annual equity grants.

• 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 each year.

• Employee Stock Purchase Plan (ESPP) offering discounted stock purchase options for eligible employees (US only).

• Comprehensive medical, dental, vision, and wellness resources.

• Contributions to Health Savings Accounts for eligible plans (US only).

• Coverage for life insurance and disability.

• Generous paid time off, sick leave, and company holidays.

• Paid family and parental leave.

• Benefits for fertility, parenthood, and caregiving.

• Employee Assistance Program providing mental health support and life-centered resources.

• Financial planning tools and a financial concierge service (US only).

• Annual wellness allowance.

• Annual productivity allowance for relevant tools and resources.

• Opportunities for team events, company updates, and participation in employee resource groups.

• Catered lunches and fully stocked micro-kitchens available at offices.