Sr. Manager of Complaints

Core Competencies

• Complaints: Demonstrate a sound understanding of all Policies and Procedures to ensure Best Egg responds, remediates, and resolves all levels of complaints in a manner that exceeds the expectations of customers, regulators, and bank partners. Directly responsible for the handling of all regulatory complaints.
• Compliance:  Are we adequately addressing state and federal regulations and is Best Egg being appropriately protected? Conduct and lead monthly & quarterly assessments of LOBs, in conjunction with the Compliance team.
• Education needs:  Help educate colleagues and critical personnel on the Complaints process and Customer effectiveness. Tasked with supporting existing changes across the business.
•  Deployment:  Ongoing evaluation of existing Complaints content, especially for emerging Regulatory lens. In addition, ongoing colleague development across the business.
•  Banks & Investor Oversight: Monthly and Quarterly deliverables for each bank and investors as needed

General Responsibilities

• Fully accountable for reporting and resolution of all Customer and Regulator complaints – liaising with Compliance and Legal as needed.
• Conduct complaints analysis to identify both short and long-term enhancements that will help reduce future complaints and allow Best Egg to operate in a more controlled environment.
• Accountable for compiling and responding to Investor and Bank Partners inquiries related to Complaints and Quality.
• Accountable for complaints trending reporting for Operations, Insights, and Risk Committee
• Operational liaison for legal to research, triage, and litigation matters
• Operational Liaison on all internal and external Complaint audit requests

Tactical Execution

• Proactively monitor and respond to exception reporting
• Help develop and streamline processes and procedures
• Open incident tickets and engage with Best Egg stakeholders to escalate serious issues

Requirements/Development

• Bachelor’s Degree (or more) preferred
• 7+ years of appropriate financial services experience
• Ability to troubleshoot problems and derive meaningful solutions.
• Superior communication Skills
• Superior attention to detail & high emphasis on quality
• Ability to multitask, prioritize, has managed teams and processes
• Internal Candidates must have the current manager or department lead’s endorsement

Requirements/Leadership

• Comfortable interacting and engaging with colleagues of all levels and across all business units / third-party development firms
• Demonstrated leadership skills, including self-direction, coaching, and mentoring, and managing peer-to-peer relationships
• Highly motivated, well organized, capable of developing and executing a response plan, and able to communicate effectively
• Passionate about providing a best-in-class experience for our customers

Requirements/Culture

• Ability to succeed within a cross-functional team emphasizing the Customer Experience in a fast-paced environment
• Be confident and willing to challenge status quo but also willing to concede and execute other’s ideas when necessary
• Capable of teaching and learning from others to promote continuity of knowledge and personal development
• Ability to work effectively independently and as a team member
• Excellent English written and verbal communication skills
• Personable, able to always demonstrate a positive attitude toward people