BMG Money

Manager, Enterprise Complaint Management

BMG Money

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida

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Job 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.