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About the Role

Partner with the Customer Experience team to transform consumer complaint trends into root-cause fixes, addressing issues beyond one-off remediations. Treat customer feedback with the importance it deserves, driving investigations, reporting to bank partners, and ensuring lasting solutions.

Responsibilities

• Own the complaint program end to end, including intake, triage, categorization, investigation, and resolution for all consumer and agency complaints.
• Draft accurate, plain-spoken, and defensible investigation summaries and consumer responses.
• Manage complaint target dates and turnaround commitments, escalating proactively to prevent missed deadlines.
• Produce monthly complaint reporting packages for bank partners, including trend analysis and written summaries tailored to their expectations.
• Prepare quarterly complaint findings for the Compliance Committee and the Board.
• Analyze complaint volume, categories, and drivers to identify patterns and recurring themes.
• Conduct root cause analysis to distinguish between different types of issues (e.g., servicing error, product defect, disclosure gap).
• Convert confirmed root causes into logged issues with corrective action plans, owners, and target dates.
• Drive remediation efforts with Engineering, Product, and Operations, validating fixes and confirming the cessation of recurring complaint themes.
• Escalate repeat issues clearly and early, especially when previously remediated problems resurface.
• Collaborate with Customer Experience to improve complaint identification, tagging, and documentation at first contact.
• Write and maintain procedures, response templates, and agent guidance for the front line.
• Provide practical regulatory guidance to support agents and establish a review loop for handling issues.
• Improve complaint tooling, intake workflows, and reporting, including automation, to scale coverage efficiently.
• Maintain organized, complete, and audit-ready complaint records and documentation.
• Support examination readiness and bank partner reviews by providing data, investigations, and remediation status.
• Provide coverage across other compliance functions as needed.

Requirements

• Typically 4 to 7 years in consumer compliance, complaint management, consumer advocacy, disputes, or a closely related function within banking, fintech, credit cards, lending, or payments.
• Hands-on experience investigating and resolving consumer complaints, including regulatory and agency complaints, in a regulated consumer financial services environment.
• Working knowledge of consumer protection regulations: Regulation Z, Regulation E, Regulation B, UDAAP, FCRA, and FDCPA.
• Demonstrated root cause analysis skill with the ability to identify and document the cause of complaint clusters.
• Experience driving corrective action across functions not directly managed, particularly with Engineering and Operations, through to validated closure.
• Excellent written communication skills for drafting consumer responses, investigation summaries, and leadership/partner reports.
• Comfort using data and AI tools for efficiency and expanded coverage.
• Strong organization skills with the ability to manage multiple open matters with hard deadlines.
• Proven ability to operate independently in a fast-paced environment without a defined playbook or daily check-ins.
• Experience in credit card issuing or co-branded card programs (Bonus).
• Experience responding to CFPB portal complaints or working complaints alongside a partner bank (Bonus).
• Background in disputes, fraud, or servicing operations (Bonus).
• Experience building or maturing a complaint management program (Bonus).
• Experience writing procedures, response templates, or agent guidance for a support organization (Bonus).
• CRCM or another consumer compliance certification (Bonus).
• Fluency with workflow automation and comfort building tooling (Bonus).

Skills

• Consumer compliance
• Complaint management
• Root cause analysis
• Regulatory analysis
• Cross-functional collaboration
• Written communication
• Data analysis
• AI tools
• Organization
• Independent work
• Workflow automation

Location

• San Francisco, CA (In-office 5 days a week)

Work Type

• In-office
• Full-time

Experience Level

• Mid-level (4-7 years)

Salary/Compensations

• $135,000 to $160,000

Benefits

• Meaningful Start-up equity
• 100% health, vision & dental primary coverage
• 75% health, vision & dental dependent coverage
• Catered lunches
• $250/month Commuter benefit
• Parental leave
• Team building events & happy hours
• Flexible PTO with a minimum of 15 days off per year
• Apple equipment
• 401k plan

About the Company

• Cardless is a program manager that partners with FDIC- and OCC-regulated issuing banks to design and deliver co-branded credit and debit card programs.
• This is an early-stage company with a small team servicing hundreds of thousands of customers.
• The company is AI-forward and provides resources for automation.