Senior Compliance Complaint Lead - Operations
Self Financial is a venture-backed, high-growth FinTech company with a mission to increase economic inclusion and financial resilience by empowering people to build credit and build savings.
We're looking for people who share our passion and are driven to tackle challenges, find solutions and make the financial space better for the communities we serve.
Our team is passionate about challenging the status quo of the credit industry by providing people accessible tools to take control of their credit. Executing on our mission requires deep collaboration across our teams to ensure our products reach the people who can benefit from them the most, particularly the 100 million+ Americans who have no or low credit.
We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
About the Role:
We are seeking an Operations Compliance Complaint Lead to be responsible for Self's Complaint Operations, working under the Director of Regulatory Compliance.This role will work closely with our Operations team in addressing complaints to result in agent feedback, issue management and/or process improvement to make sure all customer facing actions being performed at Self comply with applicable law and our issuing banks' high standards. In addition to keeping abreast of process changes that could impact complaints, the individual will be responsible to support driving process improvements to reduce complaints. This includes tracking, monitoring and reporting out trends to Sr. Leadership on Complaints from both regulatory and non-regulatory bodies. The ideal candidate will have the capability of ensuring the highest quality of compliance and consumer protection while also achieving constructive business solutions that enable the company to meet customer needs.
- Review and address all Regulatory and Non-Regulatory Complaints related to Self
- Development, implementation and ongoing management of the Compliance Complaint Program
- Manage reported complaint cases and ensure that case resolution timing meets SLA's
- Communicate frequently with management on trends and issues while addressing complaints
- Oversight of policies and procedures that support complaint program
- Work with Legal and responsible business departments to address consumer protection-related consumer complaints related to operational compliance
- Assist in ad-hoc projects and initiatives as needed
- Minimum 10 years of operations and/or regulatory compliance experience preferably in credit card, consumer finance, FinTech or consumer protection or financial compliance government/regulatory fields.
- Prior engagement with managing and working CFPB and BBB complaints for a financial institution
- Strong knowledge of consumer protection and consumer financial services law and regulation and how these compliance with these laws are operationalized in a Compliance Management program, including the Truth in Lending Act (Regulation Z), Equal Credit Opportunity Act (Regulation B), Fair Credit Reporting Act, Fair Debt Collections Practices Act, Unfair Deceptive and Abusive Acts or Practices, Telephone Consumer Protection Act, Servicemembers Civil Relief Act (SCRA), Electronic Funds Transfer Act (Regulation E), Electronic Signatures in Global and National Commerce Act (ESIGN), and privacy
Benefits and Perks:
We have the compensation and benefits you expect. But there's one thing that Self Financial can offer that many startups cannot: we can positively change the world, while making a profit. We are a team of Builders, empowering our customers to build their dreams. We have a Do the Right Thing ethos in all that we do, and we hope you value that approach, too.
Our perks include:
- Company Equity in the form of RSUs
- Quarterly performance-based bonuses
- Generous employer-paid health, vision and dental insurance coverage
- Flexible vacation policy
- Educational assistance
- Free gym membership
- Casual dress code
- Team building events and activities
- Remote work arrangements/ flexible work schedule
- Paid parental leave
Self Financial requires all employees hired to successfully pass a background check.
We are an Equal Opportunity Employer.
Self Financial is a leading American credit-building platform and app that works to increase economic inclusion and financial resilience through easy-to-use products that make building credit accessible.
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