Kikoff
Manager, Complaints & Disputes Compliance
Phoenix, Arizona, United States, San Francisco, California, United States. Posted a month ago
The role
You will own and mature the consumer complaints and disputes program. You will manage intake, investigation, resolution, and reporting while partnering with the Customer Experience team.
What you will do
- Manage and mature the consumer complaints and disputes program
- Partner with the Customer Experience team on identification, training, and guidance
- Handle escalated complaints from CFPB, regulators, BBB, bank partners, and social media
- Own disputes and error resolution against regulatory clocks including FCRA, Reg E, and Reg Z
- Scale the program with new products, procedures, and AI tooling
- Run root-cause analysis and drive corrective actions with Product, Engineering, and Operations
- Own reporting for Compliance leadership, bank partners, and governance committees
- Serve as subject matter owner for regulatory examinations, bank partner reviews, and internal audits
Required qualifications
- 6+ years in consumer financial services
- 3+ years owning complaints, disputes, or consumer compliance operations at a bank, fintech, lender, or servicer
- Experience building or substantially rebuilding a complaints or disputes program
- Working understanding of CFPB complaint handling, FCRA disputes, Reg E error resolution, UDAAP, and bank partner oversight
- Direct ownership of a CFPB Company Portal relationship
- Deep experience applying AI to high-volume complaint and dispute work
- Strong writing for customers, regulators, and leadership
- Ability to pull, segment, and normalize complaint and dispute data
- Prior management or sustained mentorship experience
- Experience with credit-building, credit reporting, or lending products
- Experience supporting examinations or audits
- Must work from the San Francisco or Phoenix office
Benefits
- Competitive cash compensation
- Equity
- Comprehensive benefits package
About the company
Kikoff is a profitable, pre-IPO fintech company on a mission to empower everyone to achieve financial security. They have built a suite of products that help millions of people build credit, access liquidity, and save money.