Manager, Consumer Complaints

As the Manager, Consumer Complaints at Current, you will be responsible for overseeing the entire complaint management process. This includes ensuring compliance with consumer protection regulations and collaborating with cross-functional teams to resolve complex issues efficiently.

To qualify for the Manager, Consumer Complaints role at Current, candidates must have 3–5 years of experience in the fintech or financial services industry, with strong knowledge of UDAAP and other relevant consumer protection regulations. Familiarity with complaints management systems is also essential.

In the Manager, Consumer Complaints position at Current, you can expect a competitive salary based on your experience, skill level, and qualifications, which typically falls between $120,000 and $150,000. Additionally, you will benefit from stock options and comprehensive medical benefits.

Key skills for the Manager, Consumer Complaints role at Current include strong investigative and analytical skills, excellent written communication for regulatory responses, proficiency in data analysis tools, and exceptional project management abilities. Leadership skills to manage a team effectively are also crucial.

Current fosters a supportive environment where professionals in the Manager, Consumer Complaints role can grow through biannual performance reviews, professional development opportunities, and a culture that emphasizes collaboration and innovation.

The culture at Current is fast-paced and results-driven, encouraging team members to make impactful contributions to our mission of improving financial outcomes for underserved consumers. You will be part of a collaborative environment that values innovation and consumer financial inclusion.

The Manager, Consumer Complaints at Current is primarily responsible for managing the complaint lifecycle compliance, developing strategies for complaint resolution, analyzing complaint trends, and leading cross-departmental collaboration to ensure high standards in consumer service.

Start by gathering all relevant information from the consumer and internal systems. Acknowledge the consumer's concern, communicate your investigation process and ensure timely follow-up. It's essential to identify root causes and recommend process improvements to prevent future issues.

Discuss your extensive background dealing with UDAAP, Reg E, Reg Z, and ECOA compliance and how you've applied this knowledge effectively in past roles to ensure organizational adherence to these critical regulations.

Share a specific instance where you analyzed complaint data, identified a recurring trend, and proposed effective changes that led to improved resolution times and enhanced customer satisfaction.

Highlight your strategies for effective team management, such as setting clear goals, promoting open communication, providing regular feedback, and encouraging professional development to ensure your team members are motivated and equipped to succeed.

Explain your methodology, which might include drafting clear and concise responses, conducting thorough reviews to align with compliance standards, and incorporating feedback from legal and compliance teams for accuracy.

Discuss your knowledge and experience using complaints management systems such as Zendesk and Appian, emphasizing how you've navigated these tools to ensure efficient complaint tracking and resolution.

Show your analytical skills by explaining how you would systematically review complaints, categorize issues, and communicate findings to stakeholders to guide improvements in products and services.

Mention your approach to continual learning, such as following regulatory bodies, participating in webinars, or attending industry conferences to stay informed about changes that impact consumer protection.

Provide a detailed account of a project where you implemented process improvements in managing complaints, highlighting your role in leading the project, the challenges faced, and the positive outcomes achieved.

Discuss your proactive approach in responding to regulatory feedback, which may involve conducting a thorough analysis of the feedback, implementing necessary changes, and communicating transparently with regulatory bodies to demonstrate compliance.