Public Policy Manager
Persona
Manager, Enterprise Complaint Management
BMG Money
full-time
Posted on:
Location: Florida • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Oversee intake, handling, and resolution of customer complaints across the organization.
- Build and maintain a complaint management framework spanning intake, investigation, resolution, documentation, and reporting.
- Manage end-to-end handling of complaints, from intake through investigation and resolution.
- Ensure standardized procedures for triage, assignment, documentation, and closure.
- Oversee adherence to regulatory timelines, customer response standards, and internal SLAs.
- Serve as escalation point for high-risk or complex complaints.
- Partner with Operations, Compliance, Legal, and Risk to resolve escalations and adjust processes.
- Maintain accurate case files and audit-ready documentation to support reviews.
- Identify trends and provide feedback to Operations, Product, and Risk to reduce future complaints.
- Prepare recurring reports on complaint volume, type, resolution timeliness, and root cause themes.
- Lead and develop a small team of complaint management specialists, fostering accountability and compliance.
Requirements
- 5+ years of experience in complaint management, escalations, risk management, or customer service operations—preferably in financial services, fintech, or other regulated industries.
- Strong working knowledge of complaint handling regulations (CFPB, FDCPA, Reg F, UDAAP, state regulations).
- Proven experience managing escalated cases and ensuring compliance with response timelines.
- Strong problem-solving and root cause analysis skills with the ability to recommend process improvements.
- Excellent communication skills, with the ability to write clear, compliant customer responses and present insights to leadership.
- Experience with complaints or case management platforms (e.g., Salesforce Service Cloud, NICE, Verint, or similar tools).
- Experience building or improving a formal complaint management process.
- Familiarity with preparing reports for regulators, auditors, or Board-level review.
- Exposure to customer advocacy or Voice of the Customer (VoC) programs.
