Consumer Compliance Manager, Complaints

About the role

We are looking for a compliance professional to own consumer complaints end‑to‑end, turning complaint trends into fixes that address root causes. You will partner closely with Customer Experience, engineering, and our bank partners to investigate, report, and remediate issues.

Key responsibilities

• Own intake, triage, categorization, investigation, and resolution for consumer complaints across our card programs, including agency complaints from the CFPB, FDIC, Better Business Bureau, state attorneys general, and counsel.
• Draft investigation summaries and consumer responses that are accurate, plain‑spoken, and defensible for regulator review, while managing target dates.
• Produce monthly complaint reporting packages for each bank partner and quarterly findings for the Compliance Committee and Board.
• Analyze complaint volume, categories, and drivers to identify patterns and distinguish one‑time errors from systemic defects.
• Convert confirmed root causes into logged issues with corrective action plans, owners, and target dates, driving remediation to closure with Engineering, Product, and Operations.
• Work side‑by‑side with Customer Experience to improve complaint identification, tagging, and documentation at first contact, creating procedures and templates for the front line.

Required profile

• Typically 4 to 7 years in consumer compliance, complaint management, disputes, or a closely related function within banking, fintech, credit cards, lending, or payments.
• Working knowledge of the regulations that drive complaints: Regulation Z, Regulation E, Regulation B, UDAAP, FCRA, and FDCPA.
• Demonstrated root‑cause analysis skill with the ability to document findings and evidence.
• Experience driving corrective action across functions you do not manage, especially Engineering and Operations, to validated closure.

Required skills

• Root‑cause analysis.
• Cross‑functional corrective‑action execution.

What we offer

• Annual salary $135,000‑$160,000 plus equity.
• 100% health, vision & dental primary coverage; 75% dependent coverage.
• Catered lunches and $250/month commuter benefit.
• Parental leave, flexible PTO (minimum 15 days), and 401k plan.
• Apple equipment and a modern office in Jackson Square, San Francisco.