Manager, Regulatory Customer Support (Banking)

Job description

We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips. > > > > > > > > > > JOB DESCRIPTION Location Requirement This role is required to work in the Blue Ash, OH office (Monday through Friday). Job Summary The objective of the position is to oversee the Regulatory Complaints teams. This team is responsible for investigating and responding to written regulatory complaints that customers file against Green Dot to attain the best possible response and resolution. You will have a chance to be a subject matter expert and escalation point to the Regulatory Complaint case owners as well as for Federal and State Regulators. You will also have an opportunity to develop and train employees and assure daily tasks and metrics are completed and/or resolved. Key Responsibilities Supervises Regulatory Complaint team who are responsible for investigating and resolving the most escalated customer-initiated complaints to the highest professional standards. Ensure that all regulatory complaints have been filed with a state or federal regulator are managed to excellent professional standards and within Green Dot’s terms and policies. Manage the team’s production and performance to meet departmental and company KPIs. Demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products. Partner with state and federal regulators to address process and policy gaps or performance opportunities. Partners with Sr. Customer Experience and Support leadership and other groups to resolve complaints within designated SLAs. Evaluate data to identify trends and recommend actions and improvements to enhance regulatory compliance, operational efficiency, and loss mitigations. Select, develop, train, and evaluate Regulatory Complaint team members to ensure efficient operations. Develop and Implement process and policy improvements and controls to enhance the Regulatory complaints workflow and overall performance to maintain and improve federal compliance. Perform other duties as needed. Required Qualifications 3+ years of operational leadership required. Knowledgeable in bank and deposit compliance regulations (e.g., Regulation E and UDAAP). Ability to train new and existing team members on all processes including any new processes as they arise. Ability to understand the direction of the team and company and making recommendations that are in line and achieve operation and tactical goals. Proficient in Microsoft Office suite, including Work, Power Point and Excel with the ability to create pivot tables and analyze large sets of data. Ability to multitask with changing daily priorities. Highly organized. Proactive problem-solver. Superb attention to detail. Exceptional written skills with the proven ability to present and partner with senior and executive leadership. Preferred Qualifications 3+ years of customer service experience preferred. 1+ year of disputes and/or fraud investigation experience preferred. Bachelor’s degree preferred. 3 years of regulatory, compliance, legal, audit, risk management or other relevant experience (e.g., resolution of customer complaints) preferred, experience in a financial services environment a plus. **Ability to work in the U.S. without sponsorship** **Ability to meet the location requirement outlined above** POSITION TYPE Regular PAY RANGE The targeted full-time base salary for this position is $83,800.00 to $125,900 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location. > > > > > > > > > > We’re Here to Support You—Accommodations Upon Request Green Dot is committed to providing an inclusive and accessible hiring experience for all candidates. If you require a reasonable accommodation during any part of the application or interview process, we encourage you to let us know. We will work with you to meet your needs in a way that respects your privacy and ensures equal opportunity. Our goal is to support every applicant in showcasing their talents and potential. Work Authorization Requirement At Green Dot Corporation, we value diversity and strive for fair and inclusive hiring practices. However, we are currently unable to offer visa sponsorship. All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment, without the need for current or future sponsorship. Important Notice on Application Accuracy We value integrity in our hiring process. Please ensure that all information provided in your resume and application is accurate and authentic. Submissions found to be fraudulent or misleading will result in disqualification from consideration, and any offers extended may be rescinded.