Consumer Compliance Manager, Complaints

About this role

We're looking for a compliance professional to partner with our Customer Experience team, turning consumer complaint trends into fixes that address root causes, not just one-off remediations. We see complaints as direct, free feedback from our most valued asset: our customers, and we treat that signal with the weight it deserves.

In this role, you'll partner closely with CX on investigation and response, own trending and reporting to our bank partners, and take on the part most complaint roles never get to: tracing patterns back to root cause and driving the remediation that closes the loop for good.

Cardless is a program manager that partners with FDIC- and OCC-regulated issuing banks to design and deliver co-branded credit and debit card programs. Our compliance team operates within this bank partnership model, which means your complaint work must account for obligations across multiple bank partners with different regulatory expectations, categorization standards, and reporting cadences. Understanding the program manager structure is key to succeeding in this role.

This is a hands-on, individual-contributor role. You will personally work on critical complaints, support investigations, review responses, and work with Customer Experience and Engineering to get the underlying defect fixed. You will also have the opportunity to help automate the function itself. We have the foundations of a complaint handling program in place. Still, you'll be responsible for identifying overall program enhancements, including clear intake, defined categorization, tracked target dates, real trend analysis, and audit-ready records. We're also in the process of implementing better tooling, and you'll be responsible for overseeing the systems implementation.

This is a high-ownership role for someone who is energized by messy, cross-functional problems and who is not satisfied with closing a ticket when the thing that caused it is still there.

RESPONSIBILITIES

Own the complaint program end to end

- 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.

Find the root cause, not just the resolution

- 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.

Partner with Customer Experience

- Work side by side with our Customer Experience team, which is the front line for complaint intake, 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.

Strengthen the program

- 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 that complaints turn on: Regulation Z, Regulation E, Regulation B, UDAAP, FCRA, and FDCPA.

- Demonstrated root cause analysis skill. You can take a cluster of complaints, work out what is actually causing them, and say so in writing with evidence behind it.

- Experience driving corrective action across functions you do not manage, particularly with Engineering and Operations, and following it through to validated closure.

- Excellent written communication. A large share of this job is writing: consumer responses, investigation summaries, and reporting that leadership and bank partners rely on.

- Comfort using data and AI tools to work more efficiently and expand coverage rather than adding manual steps.

- Strong organization and the ability to hold many open matters with hard deadlines without dropping one.

- Proven ability to operate independently in a fast-paced environment, without a defined playbook or daily check-ins.

BONUS POINTS

- Experience in

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