Associate Compliance Manager, Complaints

About the role

As an Associate Compliance Manager focused on complaints at Upstart, you will play a pivotal role in ensuring that the company adheres to regulatory standards and internal policies related to customer complaints. This position is crucial for maintaining Upstart's commitment to transparency and customer satisfaction. You will collaborate with various teams to analyze complaint trends, implement corrective actions, and enhance the overall compliance framework. This is an exciting opportunity to contribute to a fast-growing fintech company that is reshaping the lending landscape.

Key facts

What you'll do

• Oversee the complaint management process, ensuring that all customer complaints are logged, investigated, and resolved in a timely manner.
• Develop and maintain comprehensive documentation related to complaint handling procedures, ensuring compliance with relevant regulations.
• Analyze complaint data to identify trends and root causes, providing insights to senior management for strategic decision-making.
• Collaborate with cross-functional teams, including customer service, legal, and product development, to address systemic issues and improve customer experience.
• Conduct regular audits of complaint handling processes to ensure adherence to internal policies and regulatory requirements.
• Prepare and present reports on complaint metrics and compliance status to stakeholders, highlighting areas for improvement and action plans.
• Stay updated on industry regulations and best practices related to complaint management and compliance, ensuring Upstart remains ahead of the curve.
• Assist in the development and implementation of training programs for staff on compliance-related topics, including complaint handling and customer service standards.
• Act as a point of contact for regulatory inquiries related to complaints, ensuring timely and accurate responses.
• Support the compliance team in the development of policies and procedures that align with Upstart's mission and regulatory obligations.
• Participate in risk assessments and compliance reviews, contributing to the overall risk management strategy of the organization.
• Foster a culture of compliance within the organization by promoting awareness and understanding of compliance issues among employees.

Requirements

• Bachelor's degree in business, finance, law, or a related field.
• A minimum of 3 years of experience in compliance, risk management, or a related area, preferably within the financial services or fintech sector.
• Strong understanding of regulatory requirements related to consumer protection and complaint management.
• Excellent analytical skills, with the ability to interpret complex data and provide actionable insights.
• Exceptional communication skills, both written and verbal, with the ability to convey compliance concepts to diverse audiences.
• Proven ability to work collaboratively in a fast-paced, team-oriented environment.
• Detail-oriented mindset with strong organizational skills to manage multiple priorities effectively.
• Proficiency in compliance management software and Microsoft Office Suite, particularly Excel for data analysis.

Nice to have

• Experience with complaint management systems and tools.
• Familiarity with financial regulations such as the Fair Credit Reporting Act (FCRA) and the Consumer Financial Protection Bureau (CFPB) guidelines.
• Certification in compliance or risk management (e.g., CRCM, CAMS) is a plus.
• Previous experience in a customer-facing role, enhancing understanding of customer perspectives on complaints.
• Knowledge of data privacy laws and their implications for complaint handling.

Skills & tools

• Strong analytical and problem-solving skills.
• Excellent interpersonal skills for effective collaboration across teams.
• Ability to manage time efficiently and prioritize tasks in a dynamic environment.
• Familiarity with data visualization tools for presenting compliance metrics.
• Proficient in using CRM systems and other compliance-related software.

Practical notes

• This position is fully remote, allowing for flexibility in work location.
• Upstart is committed to fostering an inclusive workplace and encourages applications from diverse backgrounds.
• The role may require occasional travel for training or compliance-related events, depending on company needs.
• Candidates should be prepared for a thorough background check as part of the hiring process.

META

Company: Upstart

Title: Associate Compliance Manager, Complaints

Listed

location: United States | Remote

About the company

Online lending marketplace connects borrowers with investors. Company uses digital tools to handle loan applications and funding. Focus remains on personal credit and employment data. Service aims to speed approval decisions. Operations support multiple products. Team works on assessment models. Goal involves expanding access to credit. Platform seeks to simplify financial requests for users. Members analyze risk using technology. Program helps manage loan lifecycle from application to payout.