Senior Compliance Lead - Complaints & Disputes

Kikoff; Phoenix, San Francisco (AZ, CA); Sur place; USD 120 000 - 190 000; Plein temps

Avantages offerts par ce poste

Equity

Benefits package

Résumé du poste

Kikoff is seeking a Manager, Complaints & Disputes Compliance in Phoenix to own and mature our consumer complaints and disputes program. You will ensure timely regulatory-compliant responses and scale operations with the Customer Experience, Legal, and Product teams.

You will lead investigations, develop procedures, and apply AI to organize volume, summarize records, and draft responses for review. This role requires deep CFPB, FCRA, Reg E knowledge and prior leadership experience.

Qualifications

• 6+ years in consumer financial services roles with ownership of complaints, disputes, or compliance operations.
• Experience building or rebuilding a complaints/disputes program.
• Understanding regulatory clocks (CFPB, FCRA, Reg E, Reg Z) and bank oversight requirements.

Responsabilités

• Manage and mature Kikoff's consumer complaints and disputes program as we scale, including taxonomy, intake, routing, SLAs, investigations, and reporting.
• Partner with Customer Experience to integrate the program into workflows and guidance on customer-facing responses.
• Handle escalated complaints across CFPB portals, state AGs, regulators, bank partner escalations, and executive/legal channels.
• Own disputes and error resolution under regulatory clocks, ensuring proper classification at intake and parallel processing on both tracks.
• Develop procedures, tooling requirements, and AI-enabled handling to improve throughput faster than headcount growth.
• Perform root-cause analysis on matters and themes, drive corrective actions with Product, Engineering, and Operations.
• Own reporting to Compliance leadership, bank partners, and governance committees; act as SME for examinations and audits.

Connaissances

Complaint management

Regulatory compliance

AI in operations

Leadership

Description du poste

Kikoff is seeking a Manager, Complaints & Disputes Compliance in Phoenix to own and mature our consumer complaints and disputes program. You will ensure timely regulatory-compliant responses and scale operations with the Customer Experience, Legal, and Product teams.

You will lead investigations, develop procedures, and apply AI to organize volume, summarize records, and draft responses for review. This role requires deep CFPB, FCRA, Reg E knowledge and prior leadership experience.