Complaint Governance Specialist

📋 Description

• Review executive/regulatory/partner-bank complaints for accuracy, tone, and compliance.
• Ensure correct classification, documentation standards, and root-cause per Reg E/Z/UDAAP.
• Run quality reviews and audits to verify SLA adherence and program consistency.
• Lead investigations into critical escalations with cross-functional coordination.
• Write clear summaries of findings and recommendations for stakeholders.
• Use SQL and analytics to identify trends and surface emerging risks.

🎯 Requirements

• 3–5 years in complaint management, compliance, risk ops, or fintech.
• Working knowledge of Reg E, Reg Z, and UDAAP.
• Experience investigating or reviewing executive/regulatory/partner-bank complaints.
• Strong SQL skills; identify trends and quantify risk.
• Excellent written and verbal communication.
• Partner with Compliance/Legal, Risk, Product, Eng, and Ops.

🎁 Benefits

• Flexible hours and virtual-first culture with home office stipend.
• Premium medical, dental, and vision insurance.
• Generous parental and caregiver leave.
• 401(k) with company matching.
• Flexible PTO and company holidays.
• All-company events (in-person/virtual).