Manager, Customer Support (Blue Ash, OH)

Green Dot Corporation; Cincinnati, Northern (OH, KY); Hybrid; USD 84,000 - 126,000; Full time

Job summary

Green Dot Corporation in Cincinnati, OH seeks a Manager of Regulatory Complaints to oversee the Regulatory Complaints team, ensuring timely, compliant responses to customer filings with state and federal regulators. You will lead investigations, improve processes, and train staff while coordinating with regulators to close cases within SLAs and drive overall performance.

The role requires strong regulatory knowledge, 3+ years of leadership, and excellent written communication; a bachelor’s

Qualifications

• 3+ years of operational leadership experience in a regulated setting.
• Knowledge of bank and deposit compliance regulations (Reg E, UDAAP) or similar.
• Ability to train staff and implement process improvements.
• Proficiency with Microsoft Office and data analysis tools.

Responsibilities

• Supervise the Regulatory Complaint team to resolve escalated customer issues.
• Ensure regulatory complaints are filed and acted on with regulators per policies.
• Manage production, performance, and KPIs for timely resolutions.
• Analyze trends, propose improvements to processes and products.
• Collaborate with regulators and internal teams to close cases within SLAs.

Skills

Operational leadership

Regulatory knowledge

Microsoft Office

Training abilities

Analytical skills

Education

Bachelor's degree preferred

Tools

Pivot tables

Job description

Manager, Customer Support (Blue Ash, OH) page is loaded## Manager, Customer Support (Blue Ash, OH)locations: US-OH Cincinnati Operations Officetime type: Full timeposted on: Posted 5 Days Agojob requisition id: R3945We’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.Green Dot Corporation (NYSE: GDOT) is a financial technology and registered bank holding company committed to transforming the way people and businesses manage and move money, and making financial wellbeing and empowerment more accessible for all.Our proprietary technology enables faster, more efficient electronic payments and money management, powering intuitive and seamless ways for people to spend, send, control and save their money. Through our retail and direct bank, we offer a broad set of financial products to consumers and businesses including debit, prepaid, checking, credit and payroll cards, as well as robust money processing services, tax refunds, cash deposits and disbursements. Our Banking as a Service ("BaaS") platform enables a growing list of America's most prominent consumer and technology companies to design and deploy their own customized banking and money movement solutions for customers and partners in the US and internationally.Founded in 1999 and headquartered in Provo, UT, our company has served more than 33 million customers directly, and now operates primarily as a "branchless bank" with more than 90,000 retail distribution locations nationwide. Green Dot Bank is a subsidiary of Green Dot Corporation and member of the FDIC.<<>><<>><<>><<>><<>><<>><<>><<>><<>><<>>**What We Do:** We build simple, seamless and secure financial tools for our customers and powerful solutions that fuel engagement, trust and value for partners.<<>><<>><<>><<>><<>><<>><<>><<>><<>><<>>**Our Mission:** We give you the power to bank seamlessly, affordably and with confidence.<<>><<>><<>><<>><<>><<>><<>><<>><<>><<>>**Our Purpose:** Access should not be a privilege, and we envision a world where modern banking and money management are at everyone’s fingertips—where banking enhances the flow of life.<<>><<>><<>><<>><<>><<>><<>><<>><<>><<>>**Our Values:** Stewardship, Trust, Action, High Performance, and Teamwork.