Manager, Regulatory Customer Support (Banking)

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 make 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.
• 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.

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.