Manager, Complaints Management Strategy

Manager, Complaints Management StrategyABOUT CURRENT

Current is a leading U.S. fintech dedicated to improving financial outcomes for nearly 4 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 Manager, Complaints Management Strategy to drive innovation and efficiency in our consumer complaints process. This role will focus on optimizing complaint resolution strategies, enhancing automation, and leveraging data-driven insights to improve regulatory compliance, operational effectiveness, and member experience.

As a strategic leader, you will collaborate with Compliance, Risk, Legal, and Customer Service teams to refine complaint handling workflows, enhance reporting capabilities, and implement process improvements that align with regulatory requirements and business objectives. You will also play a key role in identifying root causes of complaints, driving product and policy enhancements, and ensuring proactive risk mitigation.

This role reports to the Director of Consumer Compliance.

RESPONSIBILITIES

• Develop and implement a strategic vision for complaints management, focusing on efficiency, compliance, and improved member outcomes.
• Optimize complaint-handling workflows by identifying automation opportunities and implementing scalable solutions.
• Enhance regulatory compliance by ensuring adherence to CFPB, FDIC, and partner bank standards in complaint management.
• Lead cross-functional collaboration with Risk, Compliance, Legal, and Operations teams to resolve high-risk and complex complaints.
• Own and improve reporting mechanisms, providing actionable insights on complaints volume, root causes, resolution trends, and emerging risks to senior leadership and partner banks.
• Establish key performance indicators (KPIs) for complaints management effectiveness and continuously refine processes to meet evolving business needs.
• Serve as a strategic advisor to leadership on complaint handling best practices and emerging regulatory expectations.

ABOUT YOUExperience & Skills

• 7+ years in fintech, banking, or financial services.
• Proven track record of success in process transformation and leveraging technology for operational efficiency. 
• Strong data analysis capabilities
• Exceptional project management skills, with the ability to drive initiatives from strategy to execution.
• Strong written and verbal communication skills, particularly in regulatory and executive reporting.

Attributes

• Strategic thinker with the ability to balance compliance, risk, and customer experience.
• Proactive problem solver who thrives in dynamic and fast-paced environments.
• Collaborative leader who builds strong relationships across teams.

PREFERRED QUALIFICATIONS

• Experience working with automation-driven or predictive analytics tools for complaints resolution.
• Familiarity with consumer protection regulations (UDAAP, Reg E, Reg Z, ECOA) 

This role has a base salary range of $120,000 - $160,000. 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.

BENEFITS

• Competitive salary
• Stock options
• 401(k) savings plan
• Discretionary performance bonus program
• Biannual performance reviews
• Medical, Dental and Vision premiums covered at 100% for you and your dependents
• Unlimited time off and paid holidays
• Generous parental leave policy
• Commuter benefits
• Healthcare and Dependent care FSA benefit
• Employee Assistance Programs focused on mental health
• Healthcare advocacy program for all employees
• Access to mental health apps
• Team building activities
• Our modern Chelsea-based office with open floor plan, stocked kitchen, and catered lunches