Customer Experience Manager, Complaints & Compliance

• Seasoned Customer Experience Manager• 5 years of experience in a complaints management and compliance• Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan officeStart your adventure with ZipThe Customer Experience team at Zip is dedicated to ensuring that every customer receives the highest quality service. Our goal is to resolve inquiries quickly and efficiently, using the customer's preferred communication channel. The team is integral to maintaining and enhancing customer satisfaction and loyalty, and it includes several specialized sub-teams: CX Operations, Knowledge & Community Management, CX Business Analytics, Training & Quality, and Contact Center Operations. Each sub-team plays a critical role in delivering exceptional customer experiences by managing day-to-day operations, fostering community engagement, analyzing business performance, providing training and quality assurance, and ensuring smooth contact center operations.As a Complaints & Compliance Manager, in our Customer Experience team, you will own the management of customer complaints and ensure compliance with regulatory requirements within the financial services industry. You will play a critical role in enhancing customer satisfaction and protecting the company's reputation by effectively resolving complaints and maintaining compliance standards.Interesting problems you’ll get to solve• Manage the end-to-end process of handling customer complaints, ensuring timely and satisfactory resolution.• Develop and implement policies and procedures for complaint management and compliance to meet regulatory requirements.• Analyze complaint data to identify trends, root causes, and areas for improvement in the customer experience.• Write and provide detailed summaries of complaint trends, resolutions, and compliance issues for our bank partner.• Monitor and report on key performance indicators (KPIs) related to complaint resolution, presenting findings and recommendations to senior management.What You’ll Bring To The Team• Proven experience in managing customer complaints including Better Business Bureau (BBB), Attorney General, and Consumer Financial Protections Bureau (CFPB) complaints within a financial services environment.• Excellent analytical skills with the ability to identify trends and root causes from complaint data.• Ability to develop and implement policies and procedures that ensure compliance and improve customer experience.• Detail-oriented with strong organizational and time-management skills.• Ability to work independently and collaboratively in a fast-paced environment.• Strong problem-solving skills and a proactive approach to addressing issues.• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across departments.• Minimum of 5 years of experience in a complaints management and compliance role within the financial services industry.• Bachelor’s degree in Business, Finance, Law, or a related field (required).• Our values in your DNA: Customer First, Own It, Stronger Together and Change the GameWhat You’ll Get In ReturnZip is a place where you’ll get out what you put in. The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you’ll feel empowered and trusted to make big things happen quickly.We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work. Because it’s important to us that you make the most of the opportunities you’ll get to grow your skills and your career, and be surrounded by smart, friendly people and leaders that have your back.We think these are just some of the best things about being a Zipster. We will also offer you:• Flexible working culture• Incentive programs• 20 days PTO every year• Generous paid parental leave• Leading family support policies• 100% employer covered insurance• Beautiful Union Square office with a casual dress code• Learning and wellness subscription stipend• Company-sponsored 401k matchThe Pay Range for this position: $85,800 - $118,404 USD based on the industry benchmark for position, function, level and Zip's compensation strategies. However, actual base salary will depend on varying circumstances and individualized factors, such as job-related knowledge, skills, experience, and other objective business considerations.Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits.Be a part of a team that reflects the diversity of our customersWe pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.And finally…get to know usZip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together.Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.I acknowledge by clicking "Submit Application", that the information provided is true and correct. I also understand that any willful dishonesty may render for refusal of this application or immediate termination of employment.By providing your information, you acknowledge that you have read our Zip Applicant and Candidate Privacy Notice and authorize Zip to process your data subject to those terms.Before you apply, give Zip a try -> rebrand.ly/check-zip-outWe are a proud 2024 Circle Back initiative employer and will respond to every applicant.