Consumer Compliance Manager, Complaints

Responsibilities

Own the complaint program end to end

• Own intake, triage, categorization, investigation, and resolution for consumer complaints across card programs, including direct complaints and agency complaints from the CFPB, FDIC, Better Business Bureau, state attorneys general, and counsel.
• Draft accurate, plain-spoken, and defensible investigation summaries and consumer responses.
• Manage complaint target dates and turnaround commitments, escalating before deadlines are missed.
• Produce monthly complaint reporting packages for each bank partner, including trend analysis and written summaries tailored to partner expectations.
• Prepare quarterly complaint findings for the Compliance Committee and Board.

Find root causes and drive remediation

• Analyze complaint volume, categories, and drivers to identify patterns.
• Perform root cause analysis to distinguish servicing errors from product defects, disclosure gaps, broken workflows, and control failures.
• Convert confirmed root causes into issues with corrective action plans, owners, and target dates.
• Drive remediation to closure with Engineering, Product, and Operations; validate fixes and confirm complaint themes stop recurring.
• Escalate repeat issues clearly and early.

Partner with Customer Experience

• Improve how complaints are identified, tagged, and documented at first contact.
• Write and maintain procedures, response templates, and agent guidance.
• Provide practical regulatory guidance to support agents and build review loops that identify handling problems before escalation.

Strengthen the program

• Improve complaint tooling, intake workflows, reporting, and automation.
• Maintain complete, organized, audit-ready complaint records and documentation.
• Support examinations and bank partner reviews with complaint data, investigations, and remediation status.
• Provide coverage across other compliance functions as needed.

Requirements

• Typically 4–7 years of experience in consumer compliance, complaint management, consumer advocacy, disputes, or a closely related function within banking, fintech, credit cards, lending, or payments.
• Hands-on experience investigating and resolving consumer, regulatory, and agency complaints in a regulated consumer financial services environment.
• Working knowledge of Regulation Z, Regulation E, Regulation B, UDAAP, FCRA, and FDCPA.
• Demonstrated root cause analysis skills.
• Experience driving corrective action across functions, particularly Engineering and Operations, through validated closure.
• Excellent written communication for consumer responses, investigation summaries, and reporting.
• Comfort using data and AI tools to improve efficiency and expand coverage.
• Strong organization and ability to manage multiple matters with hard deadlines.
• Ability to operate independently in a fast-paced environment without a defined playbook or daily check-ins.

Nice-to-haves

• Experience in credit card issuing or co-branded card programs.
• Experience responding to CFPB portal complaints or working with a partner bank.
• Background in disputes, fraud, or servicing operations.
• Experience building or maturing a complaint management program.
• Experience writing procedures, response templates, or agent guidance.
• CRCM or another consumer compliance certification.
• Fluency with workflow automation and building complaint-management tooling.

Compensation and work environment

• The role is based in the office five days per week.
• This is a hands-on, high-ownership role at an early-stage company, building and improving complaint processes and tooling.