Consumer Compliance Manager, Complaints

About the role

You will own the end-to-end management of consumer complaints, converting raw customer feedback into durable fixes that eliminate root causes rather than offering temporary patches. This role requires you to treat every complaint as high-value data from our most critical asset, our customers, and to handle that signal with appropriate rigor and care. You will act as the investigative bridge between our Customer Experience team and our bank partners, driving investigations from initial intake through to verified remediation. Because Cardless operates as a program manager for co-branded card programs across multiple regulated institutions, you must navigate and respect the distinct regulatory expectations and reporting standards of each partner. This is a hands-on, individual-contributor position where you will personally investigate complaints, craft defensible responses, and push for structural changes rather than merely closing tickets. You will be responsible for building a mature, auditable, and scalable complaint handling function from the existing foundations.

Key facts

What you'll do

• Own intake, triage, categorization, investigation, and resolution for consumer complaints across our card programs, including direct complaints and agency complaints from the CFPB, FDIC, Better Business Bureau, state attorneys general, and counsel.
• Draft investigation summaries and consumer responses that are accurate, plain-spoken, and defensible if a regulator reads them later.
• Manage complaint target dates and turnaround commitments, and escalate before a clock is missed rather than after.
• Produce the monthly complaint reporting package for each bank partner, including trend analysis and a written summary, and adapt each package to that partner's categorization and reporting expectations.
• Prepare quarterly complaint findings for the Compliance Committee and the Board.
• Analyze complaint volume, categories, and drivers to identify patterns rather than treating each complaint as an isolated event.
• Run root cause analysis on recurring complaint themes, distinguishing a one-time servicing error from a product defect, a disclosure gap, a broken workflow, or a control failure.
• Convert confirmed root causes into logged issues with corrective action plans, named owners, and target dates.
• Drive remediation to closure with Engineering, Product, and Operations, validate that the fix worked, and confirm the complaint theme actually stops recurring.
• Escalate repeat issues clearly and early, especially where a previously remediated problem resurfaces.
• Work side by side with our Customer Experience team to improve how complaints are identified, tagged, and documented at first contact.
• Write and maintain the procedures, response templates, and agent guidance that let the front line handle routine matters correctly without escalation.
• Provide practical regulatory guidance to support agents in the moment, and build the review loop that catches handling problems before a consumer escalates.
• Improve complaint tooling, intake workflows, and reporting, including automation, so coverage scales faster than headcount.
• Maintain complaint records and documentation that are organized, complete, and ready for an examination or an audit.
• Support examination readiness and bank partner reviews by providing complaint data, investigations, and remediation status.
• Provide coverage across other compliance functions, as needed.

Requirements

• Typically 4 to 7 years in consumer compliance, complaint management, consumer advocacy, disputes, or a closely related function within banking, fintech, credit cards, lending, or payments.
• Hands-on experience investigating and resolving consumer complaints, including regulatory and agency complaints, in a regulated consumer financial services environment.
• Working knowledge of the consumer protection regulations applicable to deposit accounts and credit products, including but not limited to Regulation E, Reg Z, and Regulation M.
• Demonstrated experience managing and investigating complaints handled by or involving a bank or card issuer.
• Strong written and verbal communication skills, with the ability to explain complex regulatory and product issues clearly to both experts and non-experts.
• Highly organized with the ability to manage multiple priorities, meet strict deadlines, and maintain attention to detail in a fast-paced environment.
• Experience working with data, including the ability to analyze trends and compile findings into clear reports.
• Familiarity with complaint management regulations and examination expectations, such as those from the CFPB, FDIC, and OCC.
• Ability to work independently and make sound judgments while managing sensitive and confidential information.
• Willingness to partner closely with cross-functional teams, including Customer Experience, Engineering, Product, and Operations, to resolve issues.
• Understanding of the program manager structure and the implications of working across multiple bank partners with different regulatory expectations, categorization standards, and reporting cadences.
• Commitment to maintaining a high standard of integrity, judgment, and professionalism in all interactions.
• Availability to work from the San Francisco location on a full-time basis.

Practical notes

• Hours: Full-time schedule.
• Deadlines: Must escalate before a clock is missed rather than after; prepare quarterly findings for the Compliance Committee and the Board.