Senior Complaints Specialist

About the role

As a Complaint Specialist at Kikoff, you’ll be joining our growing Operations and Support team by contributing to our growing complaints team using your sound judgment, innovative thinking, and collaborative decision making. You’ll utilize your research and investigation skills to review consumer experiences that resulted in consumer dissatisfaction and what drove the complaint. You’ll work cross functionally with internal and external teams including operations, legal and compliance to identify trends and process gaps. You’ll serve as an internal consumer advocate, a subject matter expert to address the complaint received by regulated entities fully and completely.

What you will do

• Research member complaints to comprehensively understand a consumer’s experience with Kikoff. Identify the driver of the complaint to address with the consumer fully and accurately.

• Partner with process owners, product, legal and compliance to resolve member complaints. Pinpoint process gaps and escalate with a reasonable resolution to the appropriate business partner for remediation.

• Resolve member complaints as in line with Kikoff’s existing processes and procedures.

• Create draft summaries, detailed timelines and fact patterns that relate to a consumer’s complaint. Pull relevant supporting documentation and take full ownership for creating a thorough complaint response.

• Respond to consumer complaints in a clear and concise manner. Explain what went right and what went wrong in language that makes sense to a consumer and to a regulator.

• Coach and provide feedback in a timely manner to support members where applicable.

• Work with existing and new Kikoff tooling to identify gaps within the system and reduce user friction for both internal and external users. Suggest improvements for tools and software to better track, test, and promote compliance and operation functions and initiatives.

• Develop and maintain extensive knowledge of federal, state, and local consumer protection laws and regulations applicable to all of Kikoff’s products.

• Contribute to complaint reporting to keep key stakeholders aware of complaint issues and trends on a regular basis. 

• Maintain and or create new reporting to ensure retention of historical data

• Regularly review our complaints process to understand where changes need to be made.

• Partner with our supporting bank team on any complaints they may have oversight on.

To thrive in this role you

• Have 2+ years of experience in financial services, preferably in operations, complaints, compliance, risk management, dispute processing, and/or audit roles

• Have a strong ability to build relationships as well as establish trust and credibility with your colleagues through excellent verbal, written, and interpersonal communication skills

• Work effectively in a team environment where flexibility, collaboration, and adaptability are important

• Escalated customer support experience in a high-volume environment.

• Possess strong critical thinking, comprehension, multi-tasking, organizational and prioritizing skills

• Have effective time management

• Have advanced Microsoft Office or G Suite skills

• Familiarity with Fintech’s and credit products

About Kikoff:

Kikoff is a personal finance platform designed to help millions of underserved Americans achieve financial wellness. Our mission is to provide refreshingly fair, effective, and simple pathways for everyday people to meet their financial goals. We design financial products that simplify credit building so our users can reach their financial goals. Kikoff is a Series B company and has raised over $42 million in total funding. Investors include Portage Ventures, Lightspeed Venture Partners, GGV, Coatue, Core Innovation Capital, and basketball star Stephen Curry. Kikoff was founded in 2019 and is headquartered in San Francisco with an office in Reno.

Why Kikoff:

This is a consumer fintech startup, and you will be working with serial entrepreneurs who have built strong consumer brands and innovative products. We are backed by some of Silicon Valley’s top VCs. We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships. Yes, you can build an exciting business AND have real-life real-customer impact.

Competitive pay based on experience

🏥 Medical, dental, and vision coverage - Kikoff covers the full cost of health insurance for the employee!

📈 Stock Options

🏝 Flexible vacation policy to help you recharge

💰 US salary range for this full-time position consists of base + equity + benefits

Equal Employment Opportunity Statement 

Kikoff Inc. is an equal opportunity employer. We are committed to complying with all federal, state, and local laws providing equal employment opportunities and considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

Please reference the following information for more information:

https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdfhttps://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf