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Manager – Consumer Compliance – Complaints
| Company | Current |
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| Location | New York, NY, USA |
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| Salary | $120000 – $160000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior, Expert or higher |
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Requirements
- 7+ years in fintech, banking, or financial services.
- Proven track record of success in process transformation and leveraging technology for operational efficiency.
- Strong data analysis capabilities
- Exceptional project management skills, with the ability to drive initiatives from strategy to execution.
- Strong written and verbal communication skills, particularly in regulatory and executive reporting.
Responsibilities
- Develop and implement a strategic vision for complaints management, focusing on efficiency, compliance, and improved member outcomes.
- Optimize complaint-handling workflows by identifying automation opportunities and implementing scalable solutions.
- Enhance regulatory compliance by ensuring adherence to CFPB, FDIC, and partner bank standards in complaint management.
- Lead cross-functional collaboration with Risk, Compliance, Legal, and Operations teams to resolve high-risk and complex complaints.
- Own and improve reporting mechanisms, providing actionable insights on complaints volume, root causes, resolution trends, and emerging risks to senior leadership and partner banks.
- Establish key performance indicators (KPIs) for complaints management effectiveness and continuously refine processes to meet evolving business needs.
- Serve as a strategic advisor to leadership on complaint handling best practices and emerging regulatory expectations.
Preferred Qualifications
- Experience working with automation-driven or predictive analytics tools for complaints resolution.
- Familiarity with consumer protection regulations (UDAAP, Reg E, Reg Z, ECOA)
