At First Electronic Bank (FEB), our mission is to make credit more accessible for everyday Americans and their businesses. We partner with some of the most innovative FinTech companies in the U.S. to deliver a diverse range of consumer and commercial credit products nationwide. Our offerings include revolving lines of credit, private-label credit cards, installment financing programs, and more. Through strategic and collaborative partnerships, we focus on delivering financing solutions that are both effective and beneficial for consumers and businesses alike.
We are currently seeking a seasoned Complaint Manager to lead our complaint management program, with a strong emphasis on agency complaints and regulatory inquiries. This role is ideal for a compliance professional who thrives in fast-paced environments, brings sound judgment, and is passionate about customer advocacy. The role will serve as the subject matter expert, ensuring timely, thorough, and compliant resolution of complaints across a complex financial institution.
This role reports to the Head of Regulatory Management and will collaborate cross-functionally with Governance, Strategic Partner (SP) Compliance Advisory, and SP Management teams to coordinate responses to regulatory bodies, drive continuous improvement, and elevate the customer experience.
Duties and Responsibilities
· Own and lead the Bank’s complaint management program, ensuring alignment with regulatory expectations and industry best practices.
· Maintain and enhance complaint-handling policies, procedures, and standards across all channels.
· Oversee intake, investigation, and resolution of complaints with a focus on quality, timeliness, and accuracy.
· Conduct and contribute to root cause analyses to identify systemic issues.
· Review customer communications to ensure responses are professional, empathetic, and compliant.
· Manage regulatory submissions to federal, state, and other external agencies.
· Serve as the primary liaison for internal teams on complaint-related matters.
· Maintain and validate complaint tracking systems for accurate reporting and trend analysis.
· Monitor complaint trends and escalate emerging risks to the Head of Regulatory Management.
· Support internal and external audits and examinations.
· Recommend and implement process improvements to meet evolving regulatory expectations.
· Assess regulatory risks and advise internal teams on mitigation strategies.
· Participate in cross-functional projects related to customer experience, compliance innovation, or operational enhancements.
· Perform other duties as assigned.
Qualifications
- Bachelor’s degree required; certifications (e.g., CRCM) preferred.
- 5–7 years of experience in regulatory compliance roles within banking or financial services.
- Proven experience managing agency complaints and regulatory correspondence.
- Familiarity with regulatory agencies such as FDIC, OCC, CFPB, and state financial regulators.
- Strong understanding of consumer protection laws and banking regulations.
- Experience with fintech partnerships and third-party risk management is a plus.
- Ability to interpret legal and regulatory materials and translate them into actionable guidance.
- Exceptional critical thinking, analytical, and problem-solving skills.
- Strong organizational and project management capabilities.
- Ability to work independently and manage shifting priorities in a dynamic environment.
- Proficiency in Microsoft Word, Excel, and PowerPoint; experience with Smartsheet is a plus.
- Excellent written and verbal communication skills.
- High degree of integrity, accuracy, and attention to detail.