Manager, Complaints & Disputes Compliance
Core
Own and mature the consumer complaints and disputes program, ensuring regulatory compliance and driving root-cause fixes for systemic issues.
Role type
Manager, Consumer Compliance Operations
Builds
Complaints and disputes management framework, regulatory reporting, and corrective action plans
Domain
Consumer Fintech / Credit Building / Regulatory Compliance
Deliverable
dashboards & analysis
Required skills
Consumer financial services operations, regulatory compliance (CFPB, FCRA, Reg E, Reg Z), root-cause analysis, data segmentation and trend analysis, program management, stakeholder management, writing for regulators and leadership, AI tooling for high-volume processing
Preferred skills
Credit-building or lending product experience, audit support experience, prior management or mentorship experience
Technologies
CFPB Company Portal, AI summarization tools, data segmentation tools
Responsibilities
Manage taxonomy, intake, routing, service levels, investigation, and resolution standards for complaints and disputes; Partner with Customer Experience to embed identification and coding in workflows; Handle escalated complaints from regulators, bank partners, and social media; Own disputes and error resolution against regulatory clocks; Scale the program with new products and volume using AI and procedures; Run root-cause analysis and drive corrective actions with Product and Engineering; Own reporting to Compliance leadership, bank partners, and governance committees
Seniority
Manager, hands-on IC with team leadership