Senior Complaints Specialist

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

📋 Description

• Oversee a queue of customer complaints, ensuring thorough investigations and resolutions are completed within established productivity, quality, and regulatory timelines.

• Conduct inquiries into sensitive, escalated, and regulated complaints.

• Determine root causes and potential customer harm, and establish suitable remediation actions.

• Implement consumer protection regulations, including FCRA, UDAAP, FDCPA, and ECOA.

• Generate written responses to complaints and maintain relevant documentation.

• Analyze trends in complaints and identify recurring issues.

• Suggest enhancements to minimize repeat complaints and mitigate customer harm.

• Collaborate with Operations, Legal, Compliance, Risk, and other departments to improve complaint processes, customer experiences, and risk management controls.

⛳️ Requirements

• Minimum of 1 year of experience managing regulatory escalated customer complaints in a financial institution, lending organization, or another regulated financial services setting.

• Proven experience in conducting complaint investigations, documenting outcomes, identifying root causes, and determining or recommending resolutions for customers.

• Familiarity with applying consumer financial regulations or requirements in the context of complaint investigations and customer outcomes.

• Knowledge of FCRA, UDAAP, FDCPA, and ECOA.

• Availability during East/West coast time zones.

• CRCM certification is preferred.

• Experience with auto lending or HELOC products is preferred.

• Strong analytical skills related to complaint data and trends are preferred.

• Ability to collaborate effectively across Operations, Legal, Compliance, Risk, and Product teams is preferred.

🏝️ Benefits

• Competitive salary package, which includes base pay, bonus opportunities, and annual equity grants that vest quarterly.

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

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

• Access to medical, dental, vision, and wellness resources.

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

• Life insurance and disability coverage provided.

• Paid time off, sick leave, and company holidays included.

• Paid family and parental leave benefits.

• Support for fertility, parenthood, and caregiving needs.

• Employee Assistance Program (EAP) offering mental health support and life-centered resources.

• Financial planning tools and concierge services (US only).

• Annual wellness allowance provided.

• Annual productivity allowance for essential tools and resources.

• Opportunities for team events, company-wide updates, and participation in employee resource groups (ERGs).

• Catered lunches and fully stocked micro-kitchens available when working from offices.

• Flexible options for remote work.

• Regular team meetings and in-person collaboration opportunities.