Consumer Compliance & Root-Cause Program Lead

Cardless; San Francisco (CA); On-site; USD 135,000 - 160,000; Full time

Benefits offered by this job

Equity

Health, vision & dental

Catered lunches

Commuter benefit

Parental leave

Team events & happy hours

Flexible PTO

Apple equipment

401k plan

Job summary

Cardless is seeking a compliance professional to partner with the Customer Experience team and own the end-to-end complaint program, including intake, investigation, and remediation. You will work across engineering and product to identify root causes, drive corrective actions, and ensure regulator-ready responses for CFPB, FDIC, and other agencies.

You will also help enhance tooling, processes, and reporting, with a focus on preventing recurring issues and improving overall compliance program

Qualifications

• Typically 4 to 7 years in consumer compliance or disputes within banking/fintech.
• Hands-on experience investigating and resolving consumer complaints in regulated settings.
• Knowledge of consumer protection regulations (Reg Z, Reg E, Reg B, UDAAP, FCRA, and FDCPA).
• Strong root cause analysis with written evidence.
• Experience driving corrective action across Engineering and Operations.
• Excellent written communication for regulator responses and reporting.
• Comfort using data and AI tools to improve coverage.
• Ability to manage multiple open matters with hard deadlines.

Responsibilities

• Own intake, triage, categorization, investigation, and resolution for consumer complaints across our programs.
• Draft investigation summaries and consumer responses that are accurate and defensible for regulators.
• Manage complaint target dates and timeliness reporting for bank partners.
• Prepare quarterly complaint findings for Compliance Committee and the Board.
• Drive root-cause analyses and remediation with cross-functional teams including Engineering and Product.
• Improve complaint tooling and documentation for audit readiness.

Skills

Regulatory knowledge

Root cause analysis

Investigation skills

Written communication

Cross-functional collaboration

Project management

AI tools

Tools

AI tools

Job description

Cardless is seeking a compliance professional to partner with the Customer Experience team and own the end-to-end complaint program, including intake, investigation, and remediation. You will work across engineering and product to identify root causes, drive corrective actions, and ensure regulator-ready responses for CFPB, FDIC, and other agencies.

You will also help enhance tooling, processes, and reporting, with a focus on preventing recurring issues and improving overall compliance program