Review and validate executive, regulatory, and partner-bank complaints for accuracy, completeness, tone, and compliance.
Ensure correct complaint classification, documentation standards, and root-cause attribution aligned with Reg E, Reg Z, UDAAP, and partner-bank requirements.
Run quality reviews and targeted audits to confirm SLA adherence, response quality, and program consistency across internal and BPO workflows.
Lead investigations into critical escalations, coordinating cross-functionally to ensure a full-scope analysis and durable resolution.
Write clear, empathetic summaries of findings and recommendations for internal stakeholders and partner-bank partners.
Use SQL and analytics tools to identify trends, monitor KPIs (volume, repeats, SLA performance, regulatory distribution), and surface emerging risks.
Build and maintain dashboards and reporting that connect complaint data to VoC/QA signals and business outcomes.
Translate insights into actionable recommendations across training, policy, controls, and product improvements.
Support partner-bank reviews, due diligence requests, audits, and quarterly governance reporting with strong documentation and crisp storytelling.

Requirements

3–5 years in complaint management, compliance, risk operations, or a related function within fintech, banking, or financial services.
Working knowledge of Reg E, Reg Z, and UDAAP, and how those expectations show up in complaint handling and documentation.
Experience investigating or reviewing executive, regulatory, and/or partner-bank complaints and escalations.
Strong SQL skills and comfort using data to detect patterns, quantify risk, and drive recommendations.
Excellent written and verbal communication — you can explain complex situations simply, accurately, and with empathy.
Track record of partnering effectively with Compliance/Legal, Risk, Product, Engineering, and Operations.
High judgment, attention to detail, and discretion with sensitive regulatory information.
Bonus: Experience supporting partner-bank exams, audits, or formal due-diligence requests.
Bonus: Familiarity with complaint taxonomies, root-cause frameworks, and QA programs in regulated environments.
Bonus: Dashboarding experience (e.g., Looker, Tableau, Mode, or similar tools).

Benefits

Premium Medical, Dental, and Vision Insurance plans
Generous paid parental and caregiver leave
401(k) savings plan with matching contributions
Financial advisor and financial wellness support
Flexible PTO and generous company holidays, including Juneteenth and Winter Break
Flexible hours and virtual first work culture with a home office stipend
All-company in-person events once or twice a year and virtual events throughout.
Opportunity to tackle tough challenges, learn and grow from fellow top talent, and help millions of people reach their personal financial goals

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLcomplaint managementcompliancerisk operationsdata analysisroot-cause analysisdashboardingKPI monitoringdocumentation standardscomplaint classification

Soft Skills

written communicationverbal communicationempathyattention to detailjudgmentstorytellingcross-functional collaborationanalytical thinkingproblem-solvingorganizational skills