Complaints Manager bei Central Payments

Do you thrive in the opportunity to drive meaningful change and elevate trust with customers? At Central Payments, we see every concern as a chance to improve. As our Complaints Manager, you’ll lead the end-to-end complaint management process—ensuring every issue is addressed thoroughly, promptly, and in full compliance with regulatory standards. Your insights will shape the customer experience, reduce risk, and guide leadership on trends and areas for improvement.

• Oversee the intake, investigation, and resolution of complaints, including those received indirectly through issuing banks.
• Perform root cause analyses to identify patterns and recommend process improvements.
• Ensure all complaints are logged accurately and resolved in compliance with regulatory requirements and internal policies.
• Act as the escalation point for complex or high-risk complaints.
• Maintain processes in alignment with UDAAP, Regulation E, GLBA, and other applicable regulations.
• Monitor regulatory changes and update complaint procedures as needed.
• Prepare and present complaint trend reports for Executive Management, the Board, and Compliance Committees.
• Track and analyze complaint-related key performance indicators (KPIs) to measure process efficiency and risk mitigation.
• Participate in regulatory exams and audits specific to complaint management.
• Conduct testing of complaint logs from partners to ensure accuracy and completeness.
• Review and communicate testing results to leadership for corrective action where necessary.
• Collaborate cross-functionally with Marketing, Operations, Risk, and Partner Success teams to address complaint drivers and improve customer experiences.
• Support complaint process integration for new program launches.
• Provide complaint-handling training to internal teams and partners.
• Perform other compliance-related duties as assigned.

• Drive meaningful impact by improving customer experience and reducing compliance risk.
• Collaborate with cross-functional teams to enhance processes and strengthen partnerships.
• Join a dynamic and growing fintech environment where compliance plays a strategic role in success.
• Gain exposure to executive-level reporting and regulatory compliance leadership opportunities.

• Strong organizational skills to manage multiple complaint investigations, reports, and deadlines simultaneously.
• Analytical mindset with the ability to perform root cause analysis and identify complaint trends.
• Clear and concise written and verbal communication skills for internal and external stakeholders.
• Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, and Teams; experience with Smartsheet preferred.
• Ability to work collaboratively across departments and with external partners.

• Bachelor’s degree in business, finance, or related field, or 5+ years of complaint management, compliance, or risk experience in financial services.
• Relevant certifications such as Certified Regulatory Compliance Manager (CRCM) preferred but not required.

• A hybrid work environment with flexibility.
• Opportunities for professional growth and development.
• A supportive team culture where your voice is heard.