Manager, Consumer Complaints

MANAGER, CONSUMER COMPLAINTS

ABOUT CURRENT

Current is a leading U.S. fintech dedicated to improving financial outcomes for nearly 5 million members who are underserved by traditional banks. Headquartered in NYC, our fast-paced and results-driven culture empowers our team to make meaningful impacts on our business and mission.

ABOUT THE ROLE

We’re seeking a dedicated professional to join as the Manager, Consumer Complaints. This role is critical in ensuring a seamless, efficient, and compliant consumer complaint management process. You will oversee the lifecycle of regulatory complaints initiated by consumers, from intake to resolution, ensuring compliance with consumer protection regulations and exceeding customer expectations.

You’ll lead cross-functional collaboration, analyze complaint trends to identify root causes, and recommend improvements to processes and products. This role requires a proactive, detail-oriented individual with strong operations and team-management skills, exceptional ability to communicate effectively in writing (and teach others to do the same), and familiarity with UDAAP and other consumer financial protection regulations.

This role reports to the Director of Consumer Compliance.

RESPONSIBILITIES

• Oversee the end-to-end consumer regulatory complaint management process, ensuring adherence to CFPB, FDIC, and other relevant regulatory standards.
• Develop and implement strategies for handling complaints related to credit and debit card services, as well as Current’s other product offerings, ensuring timely and accurate responses.
• Draft and review consumer-facing and regulator-facing communications to ensure clarity, compliance, and alignment with legal and business goals.
• Analyze complaint trends and root causes to identify systemic issues and recommend process or product improvements.
• Collaborate with cross-functional teams (Risk, Compliance, Legal, Customer Service) to resolve complex complaints.
• Manage and optimize the use of complaints management systems, ensuring accurate tracking and documentation for audit and reporting purposes.
• Provide detailed reporting on complaints volume, trends, and outcomes to leadership and partner banks.
• Serve as the primary point of contact for regulators or partner banks on complaint-related inquiries.

ABOUT YOU

• Experience:

  • 3–5 years in the fintech, banking, or financial services industry, specifically focused on consumer protection, handling complaints, and/or managing processes in a regulatory environment.
  • Experience with consumer financial products and familiarity with complaints management systems (e.g., Zendesk, Appian).

• Regulatory Knowledge:

  • Strong understanding of consumer protection regulations, including UDAAP, Reg E, Reg Z, and ECOA.
  • Familiarity with CFPB and FDIC standards for complaints handling.

• Skills:

  • Strong investigative skills to analyze complaints involving regulatory and financial complexities.
  • Excellent writing skills for crafting clear, concise, and compliant responses to regulators.
  • Proficiency in data analysis tools (Google Sheets, Excel, Looker, AirTable) to track volumes and identify trends.
  • Highly organized with exceptional project management abilities to handle multiple tasks simultaneously.
  • Proven ability to lead and manage high-performing teams by fostering collaboration, setting clear goals, and providing guidance to ensure effective complaint resolution and compliance with regulatory standards.

• Attributes:

  • Collaborative and influential with a track record of working effectively across departments.
  • Passionate about consumer financial inclusion and fintech innovation.
  • Inspirational team leader who can set standards and be a strong role model.
  • Self-starter who thrives in a dynamic and fluid environment.

• Preferred:

  • Compliance certifications (e.g., CRCM) and knowledge of complaint management software integration with CRM systems.

COMPENSATION & BENEFITS

• Competitive salary and equity in the form of stock options.
• 100% coverage of medical, dental, and vision premiums for you and dependents.
• Generous parental leave and flexible time off.
• Commuter and fitness benefits.
• Biannual performance reviews

This role has a base salary range of $120,000-$150,000. Compensation is determined based on experience, skill level, and qualifications, which are assessed during the interview process. Current offers a competitive total rewards package which includes base salary, equity, and comprehensive benefits.