Manager

• Lead the end-to-end management of customer complaints—from intake through investigation, resolution, and follow-up—with a relentless focus on speed, empathy, and accuracy.
• Design and enforce a standardized complaint triage and resolution process that ensures real-time visibility and ownership across functions.
• Embed clear communication protocols to ensure customers receive timely, transparent, and compliant responses aligned with BMG’s service values.
• Serve as the enterprise escalation leader for urgent, high-risk, or high-impact customer issues.
• Establish rapid-response workflows and escalation alerts that ensure senior awareness and swift decision-making for complex complaints.
• Partner closely with Customer Service and Collections leadership to ensure escalations are handled consistently, with clear root-cause documentation and feedback loops into operations.
• Ensure every complaint is processed in full compliance with CFPB, FDCPA, Reg F, UDAAP, and relevant state regulations.
• Maintain audit-ready documentation and traceability for all cases.
• Collaborate with Legal and Compliance to interpret evolving regulations and proactively adjust internal procedures to remain best-in-class.
• Conduct structured root-cause analysis to identify recurring failure points and emerging customer pain trends.
• Develop actionable improvement plans with accountable owners across Operations, Product, and Risk.
• Establish a closed-loop feedback model where insights from complaints directly inform process redesign, training priorities, and control enhancements.
• Partner with analytics teams to automate complaint trend reporting and monitor the impact of remediation initiatives.
• Deliver executive-ready reports on complaint volumes, timeliness, outcomes, and root-cause categories to WebBank, regulators, and internal leadership.
• Translate data into insights that illuminate systemic risk, operational inefficiencies, and customer experience gaps.
• Serve as a champion of the Voice of the Customer, ensuring complaint learnings inform enterprise strategy, policy, and frontline coaching.
• Lead and develop a team of complaint management professionals, fostering a culture of customer advocacy, accountability, and continuous learning.
• Promote behaviors that value accuracy, empathy, and proactive resolution.
• Model high judgment, sound decision-making, and operational discipline.

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