Senior Complaints Specialist

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

📋 Description

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

• Address sensitive, escalated, and regulated complaints with thorough investigations.

• Determine root causes of issues and potential risks to customers, implementing suitable remediation measures.

• Utilize consumer protection standards when assessing complaints and regulatory matters.

• Generate precise and comprehensive written responses to complaints while maintaining relevant documentation.

• Evaluate trends in complaints and recurring issues, offering recommendations for enhancements.

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

⛳️ Requirements

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

• Proficient in conducting complaint investigations, documenting findings, identifying root causes, and formulating or suggesting customer resolutions.

• Familiarity with applying consumer financial regulations or requirements to complaint investigations and customer outcomes.

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

• CRCM certification is preferred.

• Experience with auto lending or HELOC products is preferred.

• Ability to analyze complaint data and identify trends is advantageous.

• Strong partnership skills with Operations, Legal, Compliance, Risk, and Product teams are preferred.

• The team operates on East/West coast time zones.

• For positions based in Canada, applicants from Quebec are currently not eligible for hiring.

🏝️ Benefits

• Competitive salary, including bonus opportunities and annual equity grants that vest quarterly.

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

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

• Medical, dental, vision, and wellness resources available for US employees; supplemental health coverage provided for Canada.

• Contributions to Health Savings Accounts for eligible US plans.

• Life insurance and disability coverage included.

• Paid time off, sick leave, and company holidays are provided.

• Paid family and parental leave available.

• Family-focused benefits covering fertility, parenthood, and caregiving.

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

• Financial planning tools and concierge services available for US employees.

• Annual wellness allowance provided.

• Annual productivity allowance for relevant tools and resources.

• Team events, all-company updates, and employee resource groups foster community.

• Catered lunches and stocked micro-kitchens available when working from the office.