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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.