Senior Complaints Manager

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September 20

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Best Egg

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Finance • Fintech • B2C

Best Egg is a lending company that offers a range of financial products and services, including personal loans, debt consolidation, credit card refinancing, and secured loans using vehicle equity or homeowner discounts. The company emphasizes hassle-free and fast financial service, with an online platform that allows users to manage their accounts, view offers, and access various financial health resources. Best Egg aims to support customers in building a brighter financial future by offering competitive rates and personalized loan terms. Best Egg loans are facilitated through partnerships with banks and are available in various amounts, with flexible terms and conditions.

501 - 1000 employees

Founded 2014

💸 Finance

💳 Fintech

👥 B2C

📋 Description

• Fully accountable for reporting and resolution of all Customer and Regulator complaints – liaising with Compliance and Legal as needed • Conduct complaints analysis to identify both short and long-term enhancements that will help reduce future complaints • Accountable for compiling and responding to Investor and Bank Partners inquiries related to Complaints and Quality • Accountable for complaints trending reporting for Operations, Insights, and Risk Committee • Operational liaison for legal to research, triage, and litigation matters • Operational Liaison on all internal and external Complaint audit requests • Proactively monitor and respond to exception reporting • Help develop and streamline processes and procedures • Open incident tickets and engage with Best Egg stakeholders to escalate serious issues • Conduct and lead monthly & quarterly assessments of lines of business in conjunction with the Compliance team • Educate colleagues and critical personnel on the Complaints process and Customer effectiveness • Ongoing evaluation of existing Complaints content and colleague development • Monthly and Quarterly deliverables for bank and investor oversight • Represent Best Egg externally with Bank Partners and Regulators and shepherd needs-based changes through development/change process

🎯 Requirements

• Bachelor’s Degree (or more) preferred • 7+ years of appropriate financial services experience • Ability to troubleshoot problems and derive meaningful solutions • Superior communication skills • Superior attention to detail & high emphasis on quality • Ability to multitask, prioritize, has managed teams and processes • Internal Candidates must have the current manager or department lead’s endorsement • Comfortable interacting and engaging with colleagues of all levels and across all business units / third-party development firms • Demonstrated leadership skills, including self-direction, coaching, and mentoring, and managing peer-to-peer relationships • Highly motivated, well organized, capable of developing and executing a response plan, and able to communicate effectively • Passionate about providing a best-in-class experience for our customers • Ability to succeed within a cross-functional team in a fast-paced environment • Be confident and willing to challenge status quo but also willing to concede and execute other’s ideas when necessary • Capable of teaching and learning from others to promote continuity of knowledge and personal development • Ability to work effectively independently and as a team member • Excellent English written and verbal communication skills • Personable, able to always demonstrate a positive attitude toward people

🏖️ Benefits

• Pre-tax and post-tax retirement savings plans with a competitive company matching program • Generous paid time-off plans including vacation, personal/sick time, paid short-term and long-term disability leaves, paid parental leave, and paid company holidays • Multiple health care plans to choose from, including dental and vision options • Flexible Spending Plans for Health Care, Dependent Care, and Health Reimbursement Accounts • Company-paid benefits such as life insurance, wellness platforms, employee assistance programs, and Health Advocate programs • Other discounted benefits include identity theft protection, pet insurance, fitness center reimbursements, and many more • Flexible work experience / remote / flexible work arrangements • Eligible for an annual incentive bonus (yearly target 20%)