Senior Manager, Complaints & Disputes Compliance

Portage Ventures GP Inc.; California; On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Equity equity participation

Comprehensive benefits package

Job summary

Kikoff Inc. is seeking a seasoned leader to own and mature the consumer complaints and disputes program. You will manage escalations, ensure regulatory compliance, and scale processes as the customer base grows.

You will collaborate with Customer Experience, Product, and Engineering to drive root-cause fixes and improve outcomes. The role emphasizes AI-assisted workflows, clear communications for customers and regulators, and developing a high-performing team as volume increases.

Qualifications

• 6+ years in consumer financial services, including 3+ years owning complaints, disputes, or consumer compliance operations at a bank, fintech, lender, or servicer.
• Built or substantially rebuilt a complaints or disputes program; able to walk through improvements.
• Familiar with CFPB complaint handling, Company Portal, FCRA disputes and furnisher reinvestigation, Reg E, and Reg Z oversight.
• Deep experience applying AI to high-volume complaint work (organizing volume, summarizing records, drafting responses).
• Strong writing across customers, regulators, and leadership to convey root cause and fixes.
• Ability to pull and segment complaint data, normalize trends, and identify patterns at scale.
• Previous management or mentorship experience with appetite to grow the program and team.

Responsibilities

• Manage and mature Kikoff's consumer complaints and disputes program as we scale, covering taxonomy, intake, routing, SLAs, investigation standards, and reporting.
• Partner with Customer Experience to align workflow and guidance for complaint coding and responses.
• Handle escalated complaints across CFPB, regulators, bank partner, and other channels.
• Own disputes and error resolution under regulatory clocks (CFPB, Reg E, Reg Z), classifying by legal trigger at intake.
• Scale the program with new products via procedures, tooling, and AI-assisted processing.
• Perform root-cause analysis and drive corrective actions with Product, Engineering, and Operations.
• Own reporting for Compliance leadership, bank partner, and governance committees; support regulatory examinations.

Skills

Complaint program mgmt

Regulatory knowledge

AI for casework

Strong writing

Data analysis

Mentorship

Job description

Kikoff Inc. is seeking a seasoned leader to own and mature the consumer complaints and disputes program. You will manage escalations, ensure regulatory compliance, and scale processes as the customer base grows.

You will collaborate with Customer Experience, Product, and Engineering to drive root-cause fixes and improve outcomes. The role emphasizes AI-assisted workflows, clear communications for customers and regulators, and developing a high-performing team as volume increases.